Maven BPO - Company Profile

192
1 MAVEN BPO‘s Story Process Management Simplified MAVEN BPO

Transcript of Maven BPO - Company Profile

Page 1: Maven BPO - Company Profile

1

MAVEN BPO‘s Story

Process Management Simplified MAVEN BPO

Page 2: Maven BPO - Company Profile

Table of Contents

Introduction to Maven

Maven BPO

Offices

Maven BPO Outsourcing Portfolio

Software Development

Customer Support

Outsourcing

006 - 006

007 - 007

008 - 011

012 - 013

014 - 029

030 - 040

041 - 052

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Table of Contents

Quality Control

Help Desk

Data Entry

Survey

Digital Marketing

Appointment Setting

Outbound Sales

053 - 063

064 - 074

075 - 085

086 - 096

097 - 107

108 - 118

119 - 129

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Table of Contents

Website Development

Order Management

Virtual Assistant Support

Why Companies are Outsourcing to Maven

Work Culture at Maven BPO

Benefits to Employees

At Ma e … We ‘e ruit the Best

130 - 140

141 - 151

152 - 162

164 - 164

165 - 166

167 - 168

169 - 169

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Table of Contents

IT Set Up

Data Protection

Internet & Email Policy

Background of Authorities

Core Team

Testimonials

Infrastructure

170 - 172

173 - 175

176 - 177

178 - 181

182 - 185

186 - 187

188 - 191

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Introduction to Maven

As the name suggests, the company aims at bringing

together the elite, The best of the best & the most

experienced. The Maven.

We, at Maven Group Of Companies, look forward to

explore the most abundant, yet the most underutilized

resource – the human knowledge & experience. We

intend to help the u a are know their potential and

hence their worth.

From identifying to training to enhancing to placing

people, we do not limit ourselves at any point. We

desire to excel and grow with our team.

Being I dia s First Maven Management & Outsourcing

Organization, we are keen to keep the repute to the

highest and always be at the apex. This is why there is

no room for complacent & compromise against

incompetence and quality.

After all, the name has to stand for itself.

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Maven BPO

Maven BPO is a pioneer in providing solutions to

discipline your business with lasting results by

improving the quality of delivery and prioritizing your

customers. With esteem experience and quality, we

have time and again provided key solutions to our

customers worldwide.

We make our clients business more efficient and we

endeavour to deliver reliability and effectiveness to its

customers by maintaining high standards in services

through robust internal processes and people

management. We take pride in building strategic long

term client relationship.

Maven BPO is an industry leader in providing clients

with successful Inbound & Outbound solutions or

commonly known as BPO solutions. Our outsourcing

portfolio includes Customer Management Services,

Back Office Support, Toll Free Contact Centre, Virtual

Assistant, Inbound Order Taking, Public Awareness

Programs, Promotion Calls, Appointment Setting and

Direct Selling.

We build quality partnerships and use our operational

expertise to create value for both our customers and

employees.

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Offices

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CO: 4A, 2nd Floor,

EcoSpace Business Complex

Rajarhat, Kolkata, India 700 156

HO: 0 A Lake Town, Block A , Kolkata, India 700 089

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UK: 145-157, St John Street,

London, England, EC1V 4PW. UK

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The Key Maven BPO Outsourcing Portfolio

ERP Software

Solutions

IT Outsourcing Services Array of Customized BPO Services

Customer

Support

Digital

Marketing

Appointment

Setting

Outbound

Sales

Order

Management

Virtual

Assistant

Support

CRM

Solutions

IT Help Desk

Solutions

Outsourcing

Quality

Control

Help Desk

Data Entry

Survey

Website

Development

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Houston San Antonio

Dallas

New York Toronto Ottawa

Edmonton Amsterdam Berlin

Hamburg

Munich Brussels Zurich Basel

Brisbane

Sydney

Melbourne

Adelaide Auckland

Wellington

Christ Church

San Francisco

Los Angeles Denver

Vancouver Seattle

Chicago

Dublin

Maven serves over 200 clients from more than 100

Locations, in 11 countries and 15 offerings and supplies

one of the only true global service delivery models for BPO

worldwide.

Locations of BPO Service

Delivery to Clients

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Software Development

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Introduction

Maven develops industry-focused software-based

solutions to help organizations meet their business

goals. Our unmatched combination of software and

industry, process, and technology expertise helps

reduce implementation time and risk.

From an extranet service provider, we have expanded

ourselves through various levels, from developing our

first CRM to our first ERP solution for our customers.

With time we have launched ourselves as a unit of

expert delivery and solutions.

We believe in delivering Value added pa kage . Our

philosophy is to maximize our lie t s productivity

through consolidated and multichannel software

solutions.

Our solution combines data science expertise, design

for Omni-channel, full implementation and

optimizations. Your success is our success.

We provide tailor made software solutions to your

requirements and have been providing the same to

our worldwide client base. By enriching your

productivity we add unmatched value to your

business, empowering you to consolidate your

business reputation.

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Our Services

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Products

CBB

With an investment of Five

Hundred Million, Maven has

evolved a complete and customized

ERP, known as Corporate

Ba k o e or CBB .

The solution has been specially

designed to cater to the day to day

business management and

operational needs of the emerging

and large corporates, which

includes Human Resource, Office

Administration, Operations, Sales,

Surveillance, Quality, Supervision,

etc.

Compared to the products of major

software companies round the

world, CBB is way ahead for its easy

Graphic User Interface and

unparalleled features, which were

untapped and unanticipated by

these market leaders till date..

CBB offers the ultimate business

enterprise management solutions.

We assist our customers to grow

their business through our extensive

enterprise management solution.

Proper management of resources is

the most important aspect of the

business. Thus, we have come up

with an effective tool that would

ramp up your business operations

considerably.

The primary focus of any business

being end users or customers;

therefore our solutions are

dedicated towards increasing the

level of customer satisfaction of

your business. This solution

facilitates better business

management, thus channelizing

growth and outsmarting the

competitors of our customers.

The solution effectively manages

the different verticals of a business

and streamlines the functioning of

the same. This empowers the

business to connect back office and

front office operations effectively.

Thus efficiently enhancing process

improvement in the long run

through the usage of this enterprise

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Products

management tool.

CBB revolutionizes professional

reporting from different verticals of

the company. Our customized and

tailor made products have been

instrumental to the success of our

clients.

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Products

Help Desk Services

With an elite panel of vastly

experienced and efficient

professionals in Help Desk support

services, we dedicatedly provide

state of art and best practices to our

valued customers, globally. This in

turn ensures quick resolution,

smooth functioning and improved

customer satisfaction for your

business, further resulting in

reduction of cost and increase in

productivity. With an established

and recognized brand globally, in

knowledge based software, we

surely are your best partners.

Help Desk is a unique artefact which

imparts excellent computer support

services to our proud customers

worldwide. This dedicated pc

troubleshooting center assist even a

novice to understand the basics of

computer repairing.

This competence offers live

specialized support, to customers

worldwide who face problems with

computers and seek immediate pc

assistance

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Products

MCDM

To furnish the ever growing

requirements of the business round

the world, in terms of business

analytics and data management,

MCDM dedicatedly ensures data

mining and warehousing of our

clients.

The competitive business world

demands right decisions on right

time, with utmost importance to

customers needs and satisfaction.

MCDM facilitates such

requirements of the business and

strengthens decision making. This

database management system

streamlines the entire process of

business lead generation, filtration

and disposition. Thus benefitting

our customers in getting access to

the right set of data based on

preferences.

MCDM has been providing

competitive advantage to

businesses worldwide with its data

mining features, of data filtration

based on set specifications and

requirements.

This unique platform empowers

ours customers with data

optimization in order to target the

right customer base. Since,

unrefined customer data is not

classified based on geography,

demography, gender, region,

location and orientation, MCDN

filters the stored data to the desired

preference.

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Maven serves over 50 clients in 9 countries and supplies one of the best

global service delivery models for Software Development Services with

quality and knowledgeable workforce management

Indicates Client Locations

Where Software

Development Services are

being provided

Ireland

United Kingdom

Canada

United States

Australia

New Zealand

South Africa

India U.A.E

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Maven Software Development & IT Clients

No. of

Clients

Locations: • Edmonton • Toronto

• Tucson

•New York

•Houston

•Dallas

• San Antonio

• London •Cardiff

•Dublin

•Kilkenny

•Berlin

• Zurich

•Basel

•Dubai •Mumbai

•Adelaide

•Brisbane

•Perth

•Wellington

•Auckland

2008 2009 2010 2011 2012 2014 2013

•Atlanta • Jacksonville

•Vancouver

•Denver

•Chicago

•New Orleans

•Columbus

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Background

This client is one of the leading international financial

houses, providing investment solutions and advisory to

individuals and large corporate houses in over 11

different countries.

The company has a market capitalization worth $ 20

billion, whereas its turnover is over $100 million, with

approximately, 10,000 employees collectively.

With Tier 1 Capital being above 15%, the company has

never files a capital restoration plan and has always

paid timely dividends to its loyal customers.

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Challenge 1: The company had acquired few non

banking financial companies and

some financial product distribution

companies, which instrumented a

quick growth in sales figures and

new customer acquisitions. As a

result of complete takeover, of

these institutions, multiple ERP and

legacy systems were being used for

the day to day activities. This made

the monthly closure process

delayed by 7 working days to close

the books. This being a long delay,

the company needed to accelerate

the close process which led to a

gridlock in the business activities. It

required a smoother and efficient

process meeting all ends.

Challenge 2: In addition the CRM used by the

acquired companies were different

in nature, as far as unique customer

identification is concerned. The

systems had common customers

with various customer ids, and

getting them under a unique id was

a hurdle. This was a difficult and

time consuming activity. Moreover,

the daily business trackers generated

were different in format, and with 7

different trackers, to be referred for

data collation; things were a little

difficult to integrate.

The Business Challenge

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exhaust delivery. The solution also

enlisted features such as

accessibility of complete asset and

liability information of the customer,

generation of real time wealth

management reports, KYC and

online documentation for the

customer to smoothen investments

and distribution of financial products

in a compliant and organized

process.

Challenge 1: For the R&M case, Maven identified

the bottlenecks such as the

depreciation runs were staggered by

company code to avoid strain on

system resources. In addition,

difficulty in communication and a

lack of exchanging real- time

information with crowded activities

around the closing period were

identified. Other issues identified

included high load tasks creating

system constraints, lack of a common

repository of reports and information,

and unclear responsibility and

escalation matrices.

Challenge 2: For the Customer Identification

process, Maven conducted a

thorough root cause analysis specific

to this process and the way it

operated. As a result of this analysis,

Maven identified the hurdles and

recognized the requirements. It

highlighted the need for one unique

customer id for every customer,

defining the relationship in a whole.

In addition the system needed to

have a combination of alpha numeric

id. The solution had a world-class

feature of generating unique id

based on a combination First and the

Fourth letter on PAN Card followed

by the rest four numbers. This

provided a unique identification

number where numbers followed

after the characters cannot be

duplicated and would not

The Approach

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The Results Some unique facts about these

solutions:

•Due to the acquisition and their

various ERP and Legacy systems, the

company was closing the book of

accounts by WD7. This was

extremely challenging to reduce the

time and integrate multiple systems.

This was addressed successfully.

•The focused analysis helped

identify the key drivers causing the

delay in operations, such as

scheduling and tracking of activities.

A web-based tool capturing all the

activities and status online was

provided, which was developed by

Maven.

•It provided a central repository of

information which is now the

cornerstone of the orga izatio s

close process. It

reduced the close call time from an

hour to 6 minutes and overall month

end close from 7 WD to 2WD.

•Consolidated relationship

statements for the customers,

reflecting their entire relationship in

one statement, with real time

valuation based on time of

reference.

•The unique identification aligned all

such relationships with the company

in a whole, whether in single, joint

or various other combinations

selected by the customer. This

enabled the system to show various

products subscribed, in one screen

for each different combinations of

relationships.

•We received a CSAT perfect score of

ten from the business unit for

resolving their accounts and

customer relationship maintenance

issues.

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Challenge 1: For the Account Closure issue,

Maven developed the portal, that

listed all the close activities in a

chronological order. In addition, the

users would get a real-time status

of their corresponding close-related

activity.

Overall, this implementation

resulted in creating a repository of

all escalation matrices, policies,

and procedures on the portal. In

addition, it provided an online

password-protected sign-off on

financials by controllers. Due to all

these features, the close cycle time

reduced by 45 percent and the close

reduced from 7WD to 2WD.

Challenge 2: As a result of implementing the

common unique customer id

solution, the delay in services

related to generation of financial

reports was considerably reduced by

95 percent. The customer service

queries were reduced from 600 to

nil and the average resolution time

of meeting the wealth related

queries of the customer was

reduced to a minute, from 3

business days.

As a result of these solutions,

Ma e s collaboration with this

company has grown abundant over

the years. The company and Maven

started their BPO relation-ship in

2011, and it has been growing and

evolving with extended and newer

contracts. Maven has been providing

continued solutions that cater to the

orga izatio s requirements and

beyond with its expert delivery

centre, knowledge and experienced

workforce. Below is a graphical

representation of the positive impact

after inducting the necessary changes

in the CRM system which led to

reduction in customer queries related

to wealth and investments.

The Impact

Page 28: Maven BPO - Company Profile

Count of reduction of Customer Queries

Count

Mar 08

Month

Feb 08 Apr 10 May 14

800

Account Closure Issues

600

400

200

600

Nil

1000 975

580

Customer Service Issues

450

320

Nil Nil

950

Wealth Statement Issues

500

80 10

Below is a graphical representation of

the positive impact after inducting

the necessary changes in the CRM

system which led to reduction in

customer queries related to wealth

and investments.

Page 29: Maven BPO - Company Profile

Maven understands our business

objectives and priorities. Managing cost

and improving quality of support

simultaneously, would never have been

possi le ithout Ma e s assista e as a outsourcing provider.

—The Operations Manager

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Customer Support

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Introduction

The success and failure of a

business is scripted by their

customers. Understanding the

importance and value of the

customers, businesses worldwide

opt for support services to handle

customer touch points across the

entire life cycle.

We understand your customer

specific expectations and address

them in a Sustainable and

comprehensive manner.

With a dedicated customer centric

approach we add value to your

customers to promote customer

satisfaction and loyalty, thus adding

value to your business.

We manage the day-to-day business

of our clients and build their

business satisfactorily. Our clients

appreciate our knowledge and

expertise in handling their clients,

hence they prefer concentrating in

their core business and have

realized the reason of outsourcing

their customer care. For other

companies, the right time is when

they realize that although they

want their business to grow, they

have no time left in the day to

pursue that growth.

Our customers have found a one

stop solution in Maven BPO, when it

comes to outsourcing their

Customer Care.

With an experienced and highly

skilled workforce, along with

specialized knowledge, we have

been imparting quality and

unmatched services and solutions

to our customers worldwide.

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Maven serves over 30 clients in 7 countries and supplies one of the best

global service delivery models for Customer Support services with quality

and knowledgeable workforce management

Indicates Client Locations

Where Customer Support

Services are being

provided

Ireland

United Kingdom

Canada

United States

Australia

New Zealand

South Africa

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Maven Customer Support Services Clients

No. of

Clients

Locations: •Ottawa • Toronto

• Edmonton

•New York

•Houston

•Dallas

• San Antonio

• London •Manchester

•Cardiff

•Kilkenny

•Dublin

• Liverpool

•Bristol

• Sydney •Melbourne

•Adelaide

•Brisbane

•Auckland

•Wellington

•Christ Church

2008 2009 2010 2011 2012 2014 2013

• San Francisco • Los Angeles

•Vancouver

•Denver

•Chicago

• Seattle

•Portland

Page 34: Maven BPO - Company Profile

Background

This client is one of the renowned telecom companies

with its client base in more than 6 counties, providing

telecom services to companies and individuals .

The company operates one of the largest and most

technologically advanced mobile, fixed line, and

broadband networks and maintains a large distributor

and over-the-air reload network of retailers,

distributors, suppliers, and business partners.

Page 35: Maven BPO - Company Profile

Challenge 1: With its operations in six different

countries globally, the company

had a large customer base. The

company was in an expansion

mode and had a high ratio of

customer attrition to acquisition.

The cost of retaining the customer

was high, and the company was

seeking a solution to keep their

existing customer, including the

new acquisitions, to stabilize their

consistency in business turnover.

The CSAT Ratio was consistently on

the lower end which was affecting

the cross sales figures and thus the

revenue. In a whole, this was

affecting the brand image and also

customer loyalty program was

turning out to be a complete

failure.

Challenge 2: Moreover, the existing Service

Recovery team was overburdened

with meeting pending grievances

and customer issues.

The Business Challenge

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Challenge 1: For the Customer Retention

process, Maven conducted a

specialized customer feedback

sessions through telephonic survey

and performed a root cause

analysis of their grievances and

dissatisfaction which led to the

reasoning of the high attrition rate.

Due to high costs associated with

maintaining a larger and quality

service team, the existing customer

service was bearing the burden of

high calls per representative, which

was affecting the quality and the

service, eventually. The customers

were seeking a customer service,

which had more of human touch.

In addition the customers required

an IVR and uninterrupted customer

service 24*7.

Challenge 2: A request for feedback and a thank

you email and short message service

was marked as one of the key

components in getting the

usto er s feedback and to

introduce a feel good factor for the

customer. There was also a chronic

requirement of a weekly customer

feedback over the phone to gauge

the satisfaction level derived from

the last services sought.

In addition, a sales screen was

required for every customer, which

will allow the customer

representative to perform customer

focussed sales. This platform was

also generated to track the decline

and acceptance pattern of the

customers, to perform further

The Approach

analytical study on product

placement on the specific

usto er s screen.

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The Results •Due to lack of 24*7 customer

service, the usto er s satisfaction

ratio was at a low and the cost of

retention was getting higher. A cost

effective and quality customer

service was initiated with

uninterrupted services, 24*7. This

was addressed successfully.

•The IVR system improved the

process, and filtered the

requirements of the customers and

diverted the same to the specialized

department, to reduce the turn-

around-time of solving customer

issues, thus affecting the CSAT

positively.

•A feedback and a thank you email

to the customer were initiated to

ensure and embed trust in the

customers, towards the brand. This

eventually was introduced to

promote the CSAT ratios which

eventually lead to brand loyalty.

•The CSAT reached its all time high

of 98.75% for the High Valued

Customers with an overall increase

to 93% for all customers.

•The customer focussed sales

platform helped the customer get

the right services, which also

resulted in resolving the grievances

arising from sales and related issues.

This ensured compliant sales which

led to the increase of cross and up-

sales figures to 14%, in the second

quarter, post implementation.

•The platform provided an insight of

every service, listed for a particular

customer, eligible for up-sales or

cross sales. It provided a brief

unique selling proposition, which

reduced the turn around time of a

sales call from an average of 13

minutes to 8 minutes. Every sales

performed was followed up with an

email to the customer to avoid

quality grievances. The system

tracked every sales performed,

along with the call to ensure quality

and customer satisfaction.

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Challenge 1: As a result of implementing the

24*7 Customer Service and IVR,

the quality of the services

improved with a CSAT ratio

increasing to an all time high of

98.5%, with an overall increase to

93%.

The average turnaround time of

consolidated service calls were

reduced to 2.8 minutes and sales

calls were reduced to 8 minutes.

Challenge 2: The email and short message

services implemented resulted in

reduction of sales grievances by 95%

and were instrumental increase of

CSAT ratio of sales calls to 93%.

As a result of these competences,

Ma e s alliance with this company

has grown abundant over the years.

The company and Maven started

their BPO relation- ship in 2008, and

it has been growing and evolving

ever since. Maven has been

providing continued quality

customer service solutions that

cater to the orga izatio s

requirements and beyond with its

expert delivery centre, knowledge

and experienced workforce.

The Impact

Page 39: Maven BPO - Company Profile

Count of CSAT & Cross Sales

Percentage

Count

Sep 08

Month

Apr 08 Apr 09 Apr 14

80

CSAT High Value Customer

60

40

20 22

38

100

30

62

CSAT - Overall

84

98.75

76

93

2

Up Sales & Cross Sales

14 18

35

Below is a graphical representation of

the positive impact after inducting

the necessary changes in the

Customer Service Support which led

to increase in the CSAT Ratio and

Cross Sales.

Page 40: Maven BPO - Company Profile

We are extremely satisfied with the way

Maven revolutionized our customer

support. It has certainly changed the

brand perception and well appreciated by

our customers.

—Head of Business

Page 41: Maven BPO - Company Profile

Outsourcing

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Introduction

Entrepreneurs have long seen

outsourcing as a strategy reserved

for big business, but technology has

made it a more accessible tool for

small businesses and for some small

firms, outsourcing has made a

powerful impact on their growth,

productivity and bottom lines.

For every company, the right time to

outsource is different. Some

businesses have in-house staff to

handle daily activities, but may

need outside help to undertake new

projects that does not warrant

another full-time employee. When

the management and the current

employees are unable to manage

the day-to-day business of their

company and build the business

satisfactorily, it is the time to

consider outsourcing. For other

companies, the right time is when

they realize that although they

want their business to grow, they

have no time left in the day to

pursue that growth.

Our customers have found a one

stop solution in Maven BPO, when it

comes to outsourcing.

With experienced and highly skilled

workforce, along with specialized

knowledge, we have been imparting

quality and unmatched services and

solutions to our customers

worldwide.

With quality supervision and

control, our clients have always had

their tasks delivered on time,

without compromising with quality.

This has always helped them stay

ahead of their competitors.

With an elite panel of experts, in-

house and empanelled, from varied

industry with rich experience and

work expertise, has been our asset.

Our clients look forward to us, an

the epitaph of quality outsourcing

choice, who delivers the solution as

and when required.

Page 43: Maven BPO - Company Profile

Maven serves over 100 clients in 7 countries and supplies one of the best

global service delivery models for BPO Outsourcing with quality and

knowledgeable workforce management

Indicates Client Locations

Where BPO Outsourcing

Services are being

provided

Ireland

United Kingdom

Canada

United States

Australia

New Zealand

South Africa

Page 44: Maven BPO - Company Profile

Maven Outsourcing Business Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Vancouver

•New York

• Los Angeles

•Dallas

• San Antonio

• London •Manchester

• Sheffield

•Kilkenny

•Dublin

•Belfast

•Waterford

• Sydney •Melbourne

•Canberra

•Brisbane

•Auckland

•Wellington

•Christ Church

2008 2009 2010 2011 2012 2014 2013

• San Francisco •Portland

•Denver

• Johannesburg

•Pretoria

•Durban

• East London

Page 45: Maven BPO - Company Profile

Background

This client is one of the renowned natural gas and

gasoline producing company, operating since 1986.

The company has recently acquired two major natural

gas producing companies of North America. The

company had an operating profit of 255 Million USD at

the half yearly results in 2014. The total gross revenue

increased to 4.371 Billion USD to 4.931 Billion USD in

2014.

The market capitalisation of the company is 20% of the

value of Toronto exchange and is considered to be one

of the global giants in terms of Natural Gas production

and Gasoline.

Page 46: Maven BPO - Company Profile

Challenge 1: A renowned Gas production

company, into production of

natural gas and gasoline, with

millions of user in different

countries, was in a mode to

consolidate its business through

customer centric approach. With

smaller competitors competing on

price and quality, the company

was seeking a customer contact

support for query handling and

acquisitions. Some of the existing

customers had shifted to other

companies, even though the

company was spending quite a lot

in the marketing for acquisition

and retention. Even though the

brand was well established, but

volumes of business were slipping

out of the pot.

Challenge 2: The marketing budget was at a high,

but was getting ineffective as

strategies implemented were not

generating desired results. The

analysis conducted on excel sheets,

were not enough to retain the

customers, as most of the customers

were not marketed as desired. Due

to a faulty analysis and application,

the existing marketing budget

remained undefined and was taking

a toll eventually in the margin.

The Business Challenge

Challenge 3: The new competitors were gaining

grounds and networking faster, than

what the existing marketing team of

the company was able to perform.

The in-house marketing team were

following the traditional branding

styles, which was neither paying off

nor fetching revenue or customers.

The off-line and print media

marketing were restricted to only a

limited segment of the market.

.

Page 47: Maven BPO - Company Profile

Challenge 1: The Company had both industrial

clients and domestic consumers,

which is exactly why both email

and customer care support was

identified to be the requirement to

retain customers and acquire fresh

industrial and domestic consumers.

The Company had their own

establishment of customer

support, which mainly dealt with

grievances and order booking and

industrial acquisitions were based

on appointment booking

conducted through their own sales

staffs, which was generating a

maximum lead of 10% on every

100 calls made. Our analysis,

suggested, that appointment

setting combined with both email

and customer support, is the right

approach for the industrial

acquisitions, to support the in-house

marketing and sales unit of the

company. The email facilities and

customer support were analysed to

be extended to order booking,

grievance handling and conducting

telephonic customer survey to

maintain the desired Net promoter

Score and also to streamline the

process of customer management.

The Approach

Challenge 2: The Marketing team were using a

CRM which had no information on

rates and competitive product

information. The system lacked live

updates, in terms of price and new

product or service arrivals.

Moreover, marketing plans were

based on monetary analysis, which is

why new consumers including

consumers with lesser volumes,

were neglected, which was actually

affecting the ROI. Maven advised

and implemented RFM analysis

based on recency, frequency and

monetary purchases of a client,

under three different scales, and ten

tables for each scale, to depict the

marketing budget for different

customer segments, without

neglecting a single customer. The

Page 48: Maven BPO - Company Profile

Challenge 2: same analysis and related patterns

were linked to the CRM, to detail

the usto er s relationship with

the company.

Challenge 3: Since the company was into direct

advertisement, the marketing

budget was usually higher, and more

off the company did not have digital

presence, as compared to the

competitors. In order to devise a

solution which would act as a multi-

level marketing solution, there were

certain hindrances like geography,

demographics, Income and

preferences. A digital marketing

approach was advised and

implemented to promote the brand

through quality Search engine

optimization, Social media marketing

and through Social media

optimization, including video

marketing.

The Approach

Page 49: Maven BPO - Company Profile

The Results •The appointment setting resulted in

an increase of rate of appointments

sought in a day, against 100 calls

made, from 10% to20% within a

quarter.

•The increase in lead generation led

to an automatic increase in

acquisition rate of customers and

the retention rate of the domestic

customers, rated under frequency

and recency model increased to 55%

within a quarter. The acquisition rate

of domestic consumers increased by

13% by the first quarter, of

implementation.

•The CSAT of corporate with lower

volumes increased substantially. The

corporate retention rate increased

by 16% and the acquisition

increased by 10% in the second

quarter. The Net Pro oter s score of

the customer care services for

industries, which included

appointment setting, order handling,

query and grievance handling

increased to 68% in the second

quarter, further increasing to 82% by

May 2010.

•The lead generation increased by

16% after the first quarter, due to

SEO and SMO marketing being

implemented to promote the brand

digitally.

•This resulted in a quarterly growth

by 6% in Net Margins and systematic

optimization of Budget and

allocation. The marketing budget of

direct advertisements were reduced

by 22% after the second quarter,

which had a direct effect on the

Gross Profit of the financial year

2009, increasing by 19%.

•The CRM was equipped with a

feature of live updates on market

related services and a weekly SWOT

analysis of each competitive

services, including their promotional

approach. The Customer panel was

updated with their marketing

analysis and the mode of

communication for marketing was

specified and updated quarterly,

based on the growth of relationship.

Page 50: Maven BPO - Company Profile

Challenge 1: Implementation of customer care

support, email and appointment

setting resulted in comprehensive

outcome in CSAT ratio of the

Industrial clients. The bundled

services of order booking and

grievance handling, allowed the

company to penetrate further

resulting in increase in retention

model. The approach enabled the

company to penetrate further in

the domestic business with an

increase of 13% within the first

quarter.

Challenge 2: As a result of implementation of

competitive marketing information

and related model like product

comparison and SWOT analysis of

competitive services, including the

RFM analysis updates on customer

screen, resulted in accurate profiling

of the customers and updating of

customer preferences quarterly. This

was instrumental in reviving

customer focussed sales approach,

resulting in a quarterly growth of 6%

in Net Margin.

The Impact

Challenge 3: The budget of direct advertisement

was reduced by 22% as the digital

marketing had the answers, what

the company was seeking. The

platform enabled the company to

reach out to new geographies and

demographics in a short span of

time, which being cost effective, had

a direct affect on the increase of

gross profit by 19% in 2009.

The company and Maven started

their association in 2008, and it has

been growing and evolving ever

since.

Page 51: Maven BPO - Company Profile

Count of CSAT, Acquisitions & Appointment Setting

Percentage

Count

Sep 08

Month

May 08 May 10 May 14

80

CSAT Domestic Customer

60

40

20

100

46

CSAT – Industrial Clients

Appointment Setting

Below is a graphical representation of the

positive impact after inducting the necessary

changes in the Customer Service Support and

Marketing Analysis which led to increase in the

CSAT Ratio, Acquisitions of Domestic Customers

and Appointment Setting for Industrial Client

acquisitions.

Acquisition Rate of Domestic Customers

58

10 3

20

13

69

58

82

66

49

31 29

36

98 96

Page 52: Maven BPO - Company Profile

Our customers have never been happier,

We thank Maven for making it possible.

Our Marketing strategies have been

successful due to your accurate

fore asti g .

—Vice President, Marketing

Page 53: Maven BPO - Company Profile

Quality Control

Page 54: Maven BPO - Company Profile

Introduction

Customers today are considered the

most valuable asset of a business,

hence the perception of the

customer is invaluable.

Business worldwide is boot-

strapped in sustaining relationships

with their customers in fulfilling and

anticipating the needs.

With increase in competition and

rise of customer expectations,

maintaining quality is the foremost

thing in sustaining customer

relationships.

Concentration in quality has re-

defined the business needs with

more security flexibility, reliability

and assurance.

An improved customer satisfaction

level boosts the reputation of a

business and its brand image.

Through quality management

techniques our clients have

experienced improved business

relations with their customers along

with reduction of operational costs.

When quality assurance is delivered,

it directly impacts customer

perceptions about associated

products and services. This helps

create favourable conditions for the

products and services in the

targeted markets, thereby allowing

businesses to improve their

competitive strengths.

Page 55: Maven BPO - Company Profile

Maven serves over 30 clients in 7 countries and supplies one of the best

global service delivery models for Quality Control with knowledgeable

workforce management

Indicates Client Locations

Where Quality Control

Services are being

provided

Ireland

United Kingdom

Canada

United States

Australia

New Zealand

South Africa

Page 56: Maven BPO - Company Profile

Maven Quality Control Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Vancouver

•New York

•Chicago

•Minneapolis

•Milwaukee

• London •Manchester

• Leeds

• Swansea

•Glasgow

•Belfast

•Dublin

•Perth •Adelaide

•Hobart

•Brisbane

•Auckland

•Napier

•Dunedin

2008 2009 2010 2011 2012 2014 2013

• San Francisco • Louisville

•Kansas City

• Johannesburg

•Pretoria

•Bloemfontein

•Cape Town

Page 57: Maven BPO - Company Profile

Background

This client has been the voice of European

Telecommunications since 1993. The lie t s 38

member companies and 12 observers* from Europe

and beyond represent a significant part of total

Information & Communication Technology activity in

Europe.

They account for an aggregate annual turnover of

more than €600 billion and employ over 1.6 million

people. The Clie t s associate companies are the main

drivers of broadband and are committed to its

continual growth in Europe

The Client strongly contributes to shaping a favorable

regulatory and commercial environment for its

members to continue to deploy innovative and high

quality services and platforms for the benefit of

European consumers and businesses.

Page 58: Maven BPO - Company Profile

Challenge 1: A major European Telecom

company with millions of

customers through out the

continent was in amidst of

customer dissatisfaction ratio

cropping up with complaints

arising from customer sales. The

company was willing to slow down

its expansion plans to consolidate

its business and in order to

increase the customer satisfaction

level. The company is in no

position to either compromise on

expansion plans or quality due to

bottle neck competition in the

telecom sector.

With high expenditures made on

customer retentions strategies and

through related analytical

approach, the customers were

opting out from the services offered

by the company, even though the

price variation was marginal and

services offered were not superior or

different from the existing players.

The Business Challenge

Page 59: Maven BPO - Company Profile

Challenge 1: The Company had an in-house

customer service and with high call

ratio per service representative.

Due to priority in up-sales and the

high call flow per representative,

the customers were missing the

human touch and less priority was

provided to resolve customer

issues in the first hand. The

company did not have a supporting

outsourced customer care and its

in-house quality was monitored by

the sales managers themselves,

which is exactly why the approach

was more sales centric with a push

strategy. The monthly telephonic

customer feedback sessions

conducted were close ended and

did not request for rating of

services.

The sales conducted over the calls

were not followed by with emails,

which clearly led to a situation

where there was a rise in sales

complaints.

Our further analysis confirmed that

these problems can be annihilated to

stabilizing the business by ensuring

the verification to be conducted by

Maven both through live monitoring

and call or sales audit. This audit will

cover all aspects of services, sales,

compliance and after sales service.

An email was to be sent out to

customers, post verification, for

every subscription of new services

with particulars of product, pricing

and disclaimer, along with the

contact centre details of Maven for

dispute handling or any related

The Approach

issues. With its implementation, the

company received daily quality

reports on live calls and sales audit

performed, which minimized the gap

between rectifying incompliant sales

and identifying the performance of

the sales representative, through

usto er s feedback and call

recordings., and related parameters.

A mandatory telephonic customer

feedback process was implemented

to track the usto ers feedback

with a mix of open and close ended

questions with rating options from

one to ten for each parameters. This

empowered the customers to speak

their mind, and allowed the

company to understand the quality

of the services offered and the get

closer to the customer.

Page 60: Maven BPO - Company Profile

The Results •The handover of Quality

Maintenance and Verification being

handover to Maven, allowed to

company to build by a customer

centric sales approach, through

imposition of uncompromising

attitude towards improper sales.

• This further allowed the company

to rethink its strategies to train their

employees with customer centric

approach.

•As a result of implementation of

quality maintenance procedures,

there was a drastic improvement

Sales Complaints going down by 52%

in the second quarter.

•The CSAT Ratio prior to

implementation was 61% which

gained grounds in the first quarter to

66%, to an all time high of 96% in

June 2013.

•The after sales verification and a

weekly telephonic customer

feedback sessions conducted

improved the average Net promoter

Score to 8.2% by Jan 2012.

Page 61: Maven BPO - Company Profile

Challenge 1: Implementation of Quality

procedures, verifications, and

customer feedback resulted in a

sharp decline of customer

dissatisfaction arising out of

incompliant sales, bringing about

a positive change and growth in

the average Net Promoter Score.

This allowed the company to build

and in-house sales team with

customer centric approach by

imposition of tougher terms and

conditions on sales execution

parameters and improved training

and development required to

support the approach.

Within a short span of time, the

company was able to consolidate on

its customer retention rates and

entertain its new ventures and

expansion in Eastern Europe.

Ma e s quality and accomplished

service delivery models equipped

the company by far in achieving a

growth of 7% in Net Annual

Revenues, in 2010.

The Impact

Page 62: Maven BPO - Company Profile

Count of CSAT, Acquisitions & Appointment Setting

Percentage

Count

Jun 09

Month

Feb 09 Apr 11 Jun 13

80

60

40

20

100

61

CSAT Ratio of Customers

Sales Complaints

Below is a graphical representation of the positive impact after inducting the necessary changes in

the Quality Control which led to increase in the CSAT Ratio and decline in sales complaints.

66

96

79

36 -52

-86

-98

Page 63: Maven BPO - Company Profile

Maven understood our requirements,

and their expertise allowed us to

apitalize usi ess opportu ities.

— President and CEO

Page 64: Maven BPO - Company Profile

Help Desk

Page 65: Maven BPO - Company Profile

Introduction

With Global competition growing in

every business and sector, an

information support system in

troubleshooting problems and

guidance is essential for a business

to answer to the specific queries of

the customers or employees.

Business today, recognizes the

importance of query handling and

service associated.

Ma e s highly appreciated help

desk facilities effectively provides

and performs several functions. It

provides a single point of contact

for users to gain assistance in

maintenance, get answers to

questions, and solve known

problems.

Our Clients, from Food and

Beverage industry, specially into

manufacturing and exports of

packaged food have experienced

fabulous results from our dedicated

help desk facilities. The clients had

similar issues with current and

prospective suppliers and

distributors on usage and

maintenance queries, apart from

other queries related to shipment

and related procedures and norms.

We have successfully offering our

solutions to Apparel Industry, to

support the queries of the

customers, distributors and

suppliers. From query handling on

various products to current offers in

the market, Maven has established

itself as a quality help desk service

provider.

Page 66: Maven BPO - Company Profile

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E

Indicates Client Locations

Where Help Desk Services

are being provided Maven serves over 25 clients in 8 countries and supplies one of the best

global service delivery models for Help Desk Services with knowledgeable

workforce management

Page 67: Maven BPO - Company Profile

Maven Help Desk Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Calgary

•New York

•Minneapolis

• London •Manchester

•Dublin

• Johannesburg

•Durban

•Abu Dhabi •Dubai

• Sydney

•Wellington

•Auckland

2008 2009 2010 2011 2012 2014 2013

• San Francisco • Los Angeles

•Vancouver

•Denver

•Chicago

Page 68: Maven BPO - Company Profile

Background

This client is one of the leading community colleges in

North America. In 1951 the Government of a Province

in North America opened a Provincial Institute of

Trades with the goal of providing skilled training to

soldiers returning from World War 2.

Twenty years later, as the province established a new

college system; the Institute was expanded to

encompass a broader range of programs.

Since 2004, under current leadership, the Community

College has more than doubled in size, broadened its

international partnerships and increased its

commitment to strengthening the cultural, social and

economic fabric of the state.

This college ranks among the top 15 institutes in North

America in terms of Data Mining, Business Studies and

Culinary Management. The institute has a very high

percentage of International students from different

parts of the world, seeking education in different

streams.

With tie-ups with various renowned corporate brands

and acknowledged by provincial government, the

institution provides Co-op facility for International

students to enrich their experience.

Page 69: Maven BPO - Company Profile

Challenge 1: One of our Clients major clients

from Education sector with a huge

base of International students

pouring in year after year for

certificate, Diploma Post

Graduate, Major and Minor

courses. With students from

different parts of the world

arriving to seek education, the

administration identified that

there was a strong sense of

dissatisfaction among the

international students, who

contributed to 90% of the

revenues of the college. There in-

house survey suggested that there

was a lack of hand holding of

students in the city for the initial

few months in terms of basic

information. The report also

Suggested that most of the students

were worried about timely

reporting, specific departments for

related queries, change of subjects,

accessing library facilities etc. Since

an in-house physical help desk was

becoming a chaos with over

crowded atmosphere, the

authorities were seeking an

alternative solutions and were boot

strapped in outsourcing their own

help desk facility, which was unable

to handle the work flow.

The Business Challenge

Page 70: Maven BPO - Company Profile

Challenge 1: The necessary performed

situational analysis led Maven to

advise the Client with a telephonic

help desk solution supported by

email for extended support. Our

detailed analysis provided an in-

depth understanding of the

students and their requirements in

the initial months which would

start from First Day Reporting,

Commutation information, Queries

on Registration procedures and

formalities, Other registration

procedures for availing library

facilities, Information on

accommodation etc.

Maven performed segregation of

requirements and based on which

telephonic approach and email

were decided for implementation.

For students seeking

accommodation facilities, the

assigned help desk team to request

for details including budget,

companions and distance preferred

along with basic amenities and

requirements and would provide the

same information through an email

with options of accommodation and

related information of an area or

distance specified or described by

the student.

Similarly for First Day Reporting

queries of students and

commutation assistance, the help

desk services would request for the

destination from where the student

would arrive and accordingly provide

The Approach

the options of commutation.

Similarly norms and required

formalities were stated to the

students in providing a hand holding

service on the first day to the college

along with registration facilities.

Every query generated a reference

number, which was followed up with

an email to the student for future

references.

Page 71: Maven BPO - Company Profile

The Results •There was a drastic increase in

student satisfaction level, conducted

by the college authorities on the 15th

day of the session to understand the

satisfaction level of the international

students and their basic

requirements and understanding of

the facilities and amenities, the

college provides. More than 88% of

the students were well versed and

informed on 95% of the formalities

and facilities provided by the

college.

• This also led to an increase of

attendance level from 40% to 98%

on the first day,

•Reduction of queries handled by

the in-house administration team

was reduced to an average of 20

queries a day to a previous of a

minimum average of 465 queries a

day.

Page 72: Maven BPO - Company Profile

Challenge 1: The reduction in rate of

absenteeism due to time

consumption in arranging the

preliminary and basic necessities

by the International students were

eventually reduced, which allowed

the college authorities to utilize

the first 14 days in conducting

their regular classes, eventually

leading to completion of the

quarterly syllabus before time,

which was getting delayed by 20

to 22 days on an average due to

problems faced by International

students in settling down.

This increase in student

satisfaction level boosted the

image of the college, where

admission sought through

reference was increasing at a

remarkable pace, which was making

the institution, all the more popular

among the International students.

The Impact

Page 73: Maven BPO - Company Profile

Count of CSAT, Attendance Rate & In-House Query Handling

Percentage

Count

Jan 10

Month

Sep 09 May 10 Sep 10

80

CSAT of International Students

60

40

20

40

85 100

42

88

Attendance rate of International Students on the first day of the session

90

95 92

98

Below is a graphical representation of the

positive impact after inducting the

necessary changes in the Help Desk

approach which led to increase in the

CSAT Ratio, Attendance Rate and

Reduction of In-House query Handling.

Rate of Query handling by In-House administration department of the College

96

25

10

4

Page 74: Maven BPO - Company Profile

Our Help Desk service has not become

an example for other institutions. Out

Students have never been so satisfied.

Maven has surely made a remarkable

differe e.

— Programme Coordinator &

Head of the Department

Page 75: Maven BPO - Company Profile

Data Entry

Page 76: Maven BPO - Company Profile

Introduction

With businesses round the world

adapting to dematerialized

structure of documents, we provide

our customers with enriched

services in digitalizing their desired

information, whether analogue to

digital or digital to digital. Our

accuracy, efficiency and timely

delivery empower your business to

meet its desired quality and

productivity.

Different business Entrepreneurs

round the world, are fed up of

maintaining data and keeping a

proper track record for it. Some of

them are in agreement of the fact

that maintaining in-house

employees for such a task leads

does not suit the economy of scale ,

which is why, outsourcing data entry

services is the only solution which

resolves these issues.

Maven has been the solution to

numerous business entrepreneurs

who were seeking quality services

in a lesser turn-around time. Due to

our superior technology and

infrastructure, we have successfully

ensured in reduction of overhead

expenditure of our clients and

timely delivery.

Our clients from Retail businesses

have highly rated our services, as

we have been consistently assisting

them in updating their packaging

and pricing information, day in day

out.

Our clients from Health Industry

have witnessed our professional

approach in maintaining excess

medical information, in a

synchronised manner with the

medical transcripts. Non-banking

Financial Institutions and Banks

have experienced our flawless and

error free delivery in updating

confidential customer information

and delivery of materialized

information into dematerialized

format for easy maintenance.

Page 77: Maven BPO - Company Profile

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E

Indicates Client Locations

Where Data Entry Services

are being provided Maven serves over 50 clients in 8 countries and supplies one of the best

global service delivery models for Data Entry with knowledgeable

workforce management

Page 78: Maven BPO - Company Profile

Maven Data Entry Services Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Calgary

•New York

•Minneapolis

•Dallas

•Phoenix

• London •Manchester

•Cardiff

•Kilkenny

•Dublin

• Johannesburg

•Durban

•Abu Dhabi •Dubai

• Sharjah

•Brisbane

• Sydney

•Wellington

•Auckland

2008 2009 2010 2011 2012 2014 2013

• San Francisco • Los Angeles

•Vancouver

•Denver

•Chicago

• Seattle

•Portland

Page 79: Maven BPO - Company Profile

Background

This client is a major Non Banking Financial Company

with successful and licensed stock broking operation in

more than 8 countries. The company is majorly into

lending and investment banking. Their subsidiary

company is into investments and Financial

management.

The company had a combined Gross Revenue growth

of 8% In China and US for FY12. The expected Gross

Revenue growth of the company in Europe is expected

to be at 5% FY15. Due to structured debt policies, the

company has been successfully handled sovereign

debt problems.

Page 80: Maven BPO - Company Profile

Challenge 1: One of our major client and a

Non-Banking Financial Company

with its licensed broking firms in

over 8 countries were required

under the regulations of the stock

exchange and the governing body

to convert the materialized

information of investors into

dematerialized format. This was a

huge challenge, as the ongoing

investment and customer records

needed to be in dematerialized

format and the past investor

information required a

technologically advanced partner

to handle data conversion. The

company did not want to involve

its in-house employees in data

conversion, which would have

been far from being cost effective

and would not have matched their

expertise.

The Business Challenge

Page 81: Maven BPO - Company Profile

Challenge 1: After the necessary analysis of the

situation, Maven advised that the

major data conversion was that of

the investment details and related

documents pertaining to their daily

investments and past investments

and redemption performed. This

further included the KYC of the

investors and related documents

like signed Letter of Intent, Key

Information Document etc. The

asset business required the same

for the customers and their related

information which were

confidential in nature to be

transformed to dematerialized

state. The company had a major

requirement of these materialized

information to be digitalized in a

desired format with respective

fields, and the respective

information to be recorded in the

CRM . Maven successfully rolled out

to divisions of data recording and

entry, ensuring that the desired

documents are dematerialized and

the required information by the

company are entered with error free

output and timely delivery and

updating in the CRM.

The company, initially had this

requirement in two of the countries,

out of eight countries they were

operating. The collective average

investment customers per day in

both the countries, from 13 of their

branches were 288 and the average

number of transactions were 1152

per day. Maven allotted a dedicated

team for digitalizing the

The Approach

transactional entry into the desired

and field specific format into the

CRM, to enable to the transaction to

be recorded within 12 hours from

closure of regular business day.

Page 82: Maven BPO - Company Profile

The Results •With a desired delivery time being

12 hours from the time of business

closure for the day and a minimum

average record entry of 1152 from

13 branches, our experts were able

to deliver the same within 10 hours,

with the total employees appointed

not exceeding double digits.

• With a similar team allotted for

dematerialization of documents, the

minimum average conversion of

1400 documents per person, within

a span of 8 hours.

•The timely delivery of the data

digitalization and the CRM entry

ensured better response from the

Sales department to view

investment synopsis of the

customers, which was designed for

customer focussed investment

advisory and portfolio maintenance.

Page 83: Maven BPO - Company Profile

Challenge 1: The company was able to get the

desired documents dematerialized

within a short span of 4 years.

Maven had to cover 19 years of

pilled documents to be

dematerialized for 2 countries.

This helped the company reduce

its overhead expenditure

associated in keeping the files

within the office premises, which

certainly added to its growth year

after year, since 2009.

The timely and accurate data

delivery of on-going digitalization

of investment data and

confidential customer documents,

has been a constant support to

the investment advisory and sales

team to gauge the portfolio status of

each customers, with daily updated

information. This boosted the

customer centric approach of

investment advisory and defined the

actual approach to the basic and

compliant approach to portfolio

analysis and advisory. The same

resulted in the average growth of

retail investments and sales from

wealth management division, in

both the countries by 4% in 2010

and by 8% in 2012.

This entire had a very positive

impact on the CSAT of the High

Value investors which from 74% in

2009, grew to 94% in 2014.

The Impact

Page 84: Maven BPO - Company Profile

Count of CSAT & Sales Growth

Percentage

Count

Feb 10

Month

Feb 09 Apr 12 Apr 14

80

CSAT High Value Investors

60

40

20

1.5 4

100

74

80.5

Growth in Sales from Investment Products & Portfolio Advisory in both the countries

90 94

8 13.5

Below is a graphical representation of

the positive impact after inducting

the necessary changes in the Data

Digitalization and de-materialization

which led to increase in the CSAT

Ratio and Sales Growth.

Page 85: Maven BPO - Company Profile

Working with Maven has been a great

experience. They quickly learned our line

of business, adapted to our requirements

and has consistently performed well.

They've also gone above and beyond

their duty. They're reliable. A wonderful

partner.

— Vice President, Retail Investments

Page 86: Maven BPO - Company Profile

Survey

Page 87: Maven BPO - Company Profile

Introduction

Businesses today realizes that one

of the keys to success in the

competitive marketplace is

possessing Competitive knowledge

and Business intelligence to ensure

that investments are well defined

and the business meets its desired

goals. This further ensures

development of customer

relationship through generation of

fresh leads.

From launching of new services or

products, to introduction of new

offers, the company needs to

evaluate on usto er s

acceptability and strategize their

product placement, distribution or

product formation accordingly.

Maven has been successful in

providing elite solutions to its

clients through surveys Thus

furnishing our clients with detailed

study of the market, demographics

and geographical area to muster

data on attitudes, impressions,

opinions, satisfaction level, etc by

polling a section of the population.

Our approach has empowered our

clients with desired response from

pre-marketing campaigns to

structure their business strategies.

Our services have generated and

still generating millions of leads for

our proud customers, every day,

every hour.

Our clients have time and again

appreciated our quality delivery of

refined business leads and

intelligence through our standard

and customized Survey solutions.

Our tailor made solutions provide

excellent overview of the sectoral

competitors of our clients with

detailed competitive analysis and

recommend apt solutions to our

clients.

Page 88: Maven BPO - Company Profile

Maven serves over 23 clients in 7 countries and supplies one of the best

global service delivery models for Surveys and Lead Generation with

knowledgeable workforce management

Indicates Client Locations

Where Survey Services are

being provided

Ireland

United Kingdom

Canada

United States

Australia

New Zealand

South Africa

Page 89: Maven BPO - Company Profile

Maven Survey & Lead Generation Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Vancouver

•New York

•Billings

• Seattle

• San Francisco

• Johannesburg •Durban

• London

•Manchester

•Dublin

•Adelaide

•Auckland

2008 2009 2010 2011 2012 2014 2013

• Indianapolis •Cincinnati

•Pittsburg

•Philadelphia

• Salisbury

•Baltimore

•Richmond

Page 90: Maven BPO - Company Profile

Background

This Client has a presence in more than 18 countries,

serving small and mid sized businesses in their daily

marketing, advertisement and lead generation

requirements through online business directory

services.

Within a short span of 3 years since inception, the

client has extended his business reach from 3 major

countries to Australia, New Zealand and European

Nations.

Due to cost effective and quality services offered in

terms of business promotion and networking, the

client has been successful in establishing itself as one

of the major competitors of established brands in

Business Directory services.

Page 91: Maven BPO - Company Profile

Challenge 1: Prior to the launch of the brand,

our client was willing to strategize

its moves based on competitive

pricing, target market, market

share analysis, Competitive

product portfolio etc. The

company was unable to take

decisions without a detailed

analytical report on pricing

models, product portfolios and

innovation opportunities.

The client was unclear on

demographics and geographical

areas to be approached, which is

exactly why the implementation

was delayed for more than 2

months after the soft launch of

the brand.

The Business Challenge

Page 92: Maven BPO - Company Profile

Challenge 1: After an analytical approach and

SWOT analysis of the line of

business of the client, Maven

advised for the implementation of

online survey facilities to corporate

audiences in specific geographic

limits with competitive pricing

models and preferences by the

customers, seeking for specific and

specialized services, which will lead

to product portfolio development.

The facility advised was a

combination of outbound calling,

Email , SMS, Broadcasting etc.

Since United States and Canada is

one of the major developed

markets in similar businesses, the

geographical limits chosen were

demarked based on countries like

Australia, Unites States, Canada,

New Zealand and United Kingdom.

The English speaking countries were

initially selected, since the lie t s

digital marketing workforce were

equipped to serve English speaking

customers.

Since, there was an initial delay in

implementation, Maven did not

want the survey process to delay the

launching of the brand by another

quarter. Hence, a decision was taken

to choose a destination based on

availability of substantial quantity of

prospective customers, based on

population and probability of service

enrolment. Maven decided to go

ahead with United States followed

by other countries, therefore,

keeping a gestation period of 15 to

17 days for completion of every

The Approach

Report based on geographic

boundaries. The granularization of

delivery instilled oxygen in the

lie t s business for quick formation

of business strategies and

implementing the same.

Page 93: Maven BPO - Company Profile

The Results •The Survey results provided and in-

depth analysis of services desired by

customers and services received in

actual. This provided a larger

perspective to the Client in

designing their product and pricing

model. The client was able to

provide a bundled service for

competitive pricing, which was a

chargeable service for other

competitors. Such complimentary

services like SEO and SMO for

business promotions were highly

appreciated by the end customers.

• The granularization of delivery

allowed the quicker implementation

of customer contact for distribution

of services and reduced the Turn-

Around-Time of Break Even Point by

far.

•Within a span of a month, since

implementation, the daily sales

figures were 45% to that of the

established competitors, who were

in the business for more than 5 to

10 years.

• The number of registered

businesses since inception grew at

a steady pace of 13% growth for the

first two quarters and is currently

having an average of 5% of increase

in total number of registered users ,

since inception, for competitors

which were established for not less

than 5 years and not more than 7

years.

•Timely delivery of analyzed reports

for different geographies allowed

quick implementation of business

strategies in different locations ,

thus increasing the business spread

through expansion of boundaries

and continued acquisition.

Page 94: Maven BPO - Company Profile

Challenge 1: The analyzed reports and survey

facilities facilitated the lie t s

business with an opportunity to

impress the prospective

customers through strategic

pricing models and product

bundling, which was eventually

cost effective for the lie t s.

Within a short span of time, the

business expanded to 18 countries

with similar approach of

granularization of delivery.

This facilitated the business with

monitoring of a fresh geographical

area, one at a time, which

resulted in careful and superior

supervision.

Ma e s exceptional service delivery

models ensured an yearly average of

5% increase in total number of

registered users from July 2014.

The Impact

Page 95: Maven BPO - Company Profile

Count of Monthly Sales & Number of Registered Customers

Percentage

Count

Sep 08

Month

Feb 09 Apr 10 Apr 14

80

Increase in Monthly Sales to Competitors with 5 years of Inception and not more than 7 years since inception

60

40

20

2

13

100

9

45

Growth in Number of Registered Customers to Competitors with 5 years of Inception and not more than 7 years since inception

88

105

86

105

Below is a graphical representation of the positive

impact after inducting the strategized Pricing Models,

Product Portfolios based on the Survey and related

analysis reports.

120

Page 96: Maven BPO - Company Profile

I was impressed with Maven's attention

to detail, accuracy, and adherence to an

aggressi e s hedule.

— President and CEO

Page 97: Maven BPO - Company Profile

Digital Marketing

Page 98: Maven BPO - Company Profile

Introduction

In the present Business Scenario,

customers have the luxury of access

to information, any time and any

place. Due to the Internet and

globalization, most people round

the globe are able to access the

information via computers, tablets

or mobiles. Business owners have

realized that everyone can influence

the image of their companies

through Social Media and the

customer feedback makes it, all the

more trustworthy for others.

The electronic media allows the

business to develop their brand

through networking, which is way

faster and impressive that non-

electronic approach. This allows the

business to grow beyond

boundaries and create a digital

network and eventually a

prospective market.

Maven digital marketing platform

and elite services rendered have

been highly admired and treasured

by the clients. Out customers from

varied sectors and boundaries have

been benefited through our

customized approach in making

their brand popular through an

awareness campaign and

networking by implementation of

services like SEO, SMO, Email, SMS

and broadcasting. The digital

marketing platform has converted

million of website or e-visitors into

customers, for our clients and has

allowed their business to thrive with

this unbeatable marketing strategy.

Our experienced, quality and

delivery provides assurance to small

and medium sized business in

growing further and achieving their

business goals.

Page 99: Maven BPO - Company Profile

Maven serves over 150 clients in 9 countries and supplies one of the best

global service delivery models for Digital Marketing Services with

knowledgeable workforce management

Indicates Client Locations

Where Digital Marketing

Services are being

provided

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E India

Page 100: Maven BPO - Company Profile

Maven Digital Marketing Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Portland

•New York

•Chicago

•Minneapolis

• Seattle

• London •Manchester

•Cardiff

• Leeds

•Kilkenny

•Belfast

•Dublin

•Abu Dhabi •Dubai

•Adelaide

•Brisbane

• Sydney

•Auckland

•Wellington

2008 2009 2010 2011 2012 2014 2013

• San Francisco • Louisville

• San Antonio

• Johannesburg

•Pretoria

•Bloemfontein

•Cape Town

•Delhi •Bangalore

•Hyderabad

•Mumbai

Page 101: Maven BPO - Company Profile

Background

This Client is own of the leading Chain of Restaurants

in United States with specialty in Mediterranean and

Italian cuisine. They have 17 restaurants throughout

the states, under the same brand with centralized

decision making and de-centralized administration.

The restaurant has been so popular amongst the

customers, that their idea and implementation of

housing culinary skill management through

educational courses gained a huge popularity, which

contributed in harnessing quality in staffs and also

promoting culinary education and catering.

Page 102: Maven BPO - Company Profile

Challenge 1: The founder of the restaurant

business was a professional car

mechanic and head acquired the

culinary skills and related

knowledge required to run the

show, from a government college.

The restaurant had been thriving

for 7 years and it was time, that

the owner was seeking an

expansion. The owner wanted to

avoid risk of over expanding, but

at the same time wanted to have

an understanding of his client

strength and also to increase the

visibility of his services and brand

before strategizing his expansion

moves. However, the in-house

marketing team was involved in

catering contracts, which is why,

the business had no touch with

The Business Challenge

other customers, till their next

visit. Calling every customer was a

tedious job for the sales team, as

their focus was on bulk business.

However, the owner did not want

to lose customers, in such a

competitive culinary market. He

was seeking a permanent solution

which allows and equips his

business to be in constant touch

with his customers, without

disturbing their business and yet

keep them informed daily with

their varied offerings. Since the

catering business was in a growing

phase, he was very keen on

corporate catering contracts and

was wondering, on how to

increase his reach and brand

visibility without spending high on

direct advertisements. Though his

sales team was performing above

average, however, making inroads

to corporate catering, meant

overturning tables of the

competitors, which as t a cake

walk.

Page 103: Maven BPO - Company Profile

Challenge 1: Our understanding and due

analysis suggested that the Client

wants to acquire and retain his

customers and also improve his

brand loyalty and visibility without

incurring high expenditures on

direct investments. The solution

would allow him to strategize his

moves in expansion of restaurant

and catering business and enable

him to take vital decisions. The

restaurant had a simple website,

which required necessary changes

and implementation in designing,

Cuisine specialty highlights,

sectional representation of food

services, online reservation,

message box etc. The website was

unable to create a link between the

business and the customers

For establishing the brand visibility

of the restaurant, our dedicated

team suggested and implemented

optimization of website Meta Tags to

ensure easy appearance on the

SERPs.

Since, most of the customers today

have a strong online existence,

which has revolutionized marketing

reach and strategies, Maven ensured

that the current and prospective

customers can be linked to the brand

through online promotion of the

services in different social networks.

Through creation of inbound links,

the business would have maximum

exposure to the Netizens, which

would provide a better online

reputation management process.

The Approach

Since, building links held utmost

significance for the success of the

business, Maven concentrated on

Keyword selection to create back

links that would bring the website in

top pages of search engines.

Incorporation of right link building

services would enable the business

in creating ties to their site from

several other pages of similar theme.

This would ensure the business in

gaining more traffic from websites

related to your business or industry.

Page 104: Maven BPO - Company Profile

The Results •Post implementation of changes in

designing, Cuisine specialty

highlights, sectional representation

of food services, online reservation,

message box etc. there was a

gradual growth in Number of

Website Hits by 105% and the same

grew to 300% on the second quarter.

• The Social Media Marketing of the

brand was step closer to reaching

the customers which increased to

300% on the first Quarter and was

800% by the end of the second

quarter.

•The Number of Footfalls in the

restaurant was doubled by the end

of the second quarter of

implementation and there was an

increase of Numbers of Posts and

Reviews to 300%.

•This had a direct impact on the Net

Sales figure which had a

substantially noticeable growth of

36% compared to the first quarter.

Page 105: Maven BPO - Company Profile

Challenge 1: The client was able to gauge the

actual reach and popularity of his

cuisine and was satisfied with the

ongoing service delivery. This has

a direct effect in the increase of

footfalls in the restaurants and

there was substantial increase on

online reservation and website

hits, which also played a major

role in drawing prospective and

new customers to the restaurants.

This provided an opportunity to

the business to expand to 3

different states through a

centralized decision making and

decentralized administration

through franchises.

The reach of the business was so

vibrant within two years from

implementation of the services, that

the business decided to provide

contributions to the charity as a

Corporate Social Responsibility to

build brand image and also made an

effort to establish a culinary skills

management institution to impart

educational program to students in

learning and mastering their

culinary skills.

The Impact

Page 106: Maven BPO - Company Profile

Count of Website Hits, SMP Likes, Reviews & Sales

Percentage

Count

Apr 10

Month

Jan 10 Sep 10 Jan 11

800

Website Hits

600

400

200

1000

105

Likes on Social Media Platform

Post & Reviews

Below is a graphical representation of the positive impact

after inducting the necessary implementation in the Digital

Marketing Service which led to increase in the Website

Hits, SMP Likes and Growth in Net Sales and Reviews.

Growth in Net Sales

300

50 5

200

36

800

300

1000

700

520

370

38 41

1250

950

1200

Page 107: Maven BPO - Company Profile

The team at Maven is extremely devoted

to our business, our goals, and the overall

success of Restaurant business in North

America. In addition, the team works with

a high level of integrity, and I respect their

business values.."

—CEO

Page 108: Maven BPO - Company Profile

Appointment Setting

Page 109: Maven BPO - Company Profile

Introduction

Appointment setting is one of the

most difficult parts of business

development and also the most

typical barrier in growing a company

by increasing its sales. Selling o t even be possible without directly

speaking to a prospect first. This is

especially true to start-ups and

small businesses that are very eager

to grow – and growth is t also

possible without profitable sales.

This is a crucial task wherein a

company offers a first impression to

a prospect through any means of

communication in line with the goal

of getting these prospects

interested in meeting a salesperson,

which will eventually turn into a

valid deal and along the way,

growth. This is all about possessing

the right skills to reach the right

person and the decision makers to

initiate a dialogue and eventually

setting up an appointment which

may lead to generation of sales. The

process involves pre-call research

and data analytics, which requires

experts to handle such services, as

the business may either end up

burning their leads or eventually fail

to capitalize on them, by failing to

reach the right person.

Our exposure to different sectors

and industry presence beyond

boundaries with experienced,

quality and professional workforce

provides us with the edge to meet

such requirements, leading to sales

and eventually successful

conversion of the business leads.

Our Clients have the privilege of

experiencing our exceptional B2B

and B2C appointment setting skills

with timely delivery and quality

results.

Page 110: Maven BPO - Company Profile

Maven serves over 70 clients in 9 countries and supplies one of the best

global service delivery models for Appointment Setting Services with

knowledgeable workforce management

Indicates Client Locations

Where Appointment

Setting Services are being

provided

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E India

Page 111: Maven BPO - Company Profile

Maven Appointment Setting Clients

No. of

Clients

Locations: •Calgary • Toronto

•Portland

•New York

•Chicago

•Minneapolis

• Seattle

• London •Manchester

•Cardiff

• Leeds

•Kilkenny

•Belfast

•Dublin

•Abu Dhabi •Dubai

•Adelaide

•Brisbane

• Sydney

•Auckland

•Wellington

2008 2009 2010 2011 2012 2014 2013

• San Jose • Louisville

• San Antonio

• Johannesburg

•Pretoria

•Bloemfontein

•Cape Town

•Delhi •Kolkata

•Hyderabad

•Mumbai

Page 112: Maven BPO - Company Profile

Background

This Client is own of the upcoming brands in

hospitality industry over 10 years in Resorts and Hotel

Businesses. With 9 Resorts and 3 Hotels in India, U.A.E

and Australia, the client has further extended and

expanded his boundaries to European Nations through

Restaurant businesses in United Kingdom.

Page 113: Maven BPO - Company Profile

Challenge 1: The Client was boot strapped in

increasing its client base, either

through direct sales staffs or

through telephonic marketing to

corporate and individual

customers. A membership card

program was floated by the

marketing division which would

cater both to the corporate

customers as well as to the

individual customers, which would

introduce them to the facilities

and services of the chain of hotels.

The membership would allow

them to avail various discounts on

array of services, which have been

otherwise expensive, without the

membership. However, to market

such a service, the Client did have

the sales manpower to convert

The Business Challenge

leads, however, the daily

appointments sought by the team

were handpicked and way lesser,

compared to other competitors in

the industry. The management

had huge sales numbers to be met

by the end of the year, and the

sales team achieved only 29% of

the yearly target at the half yearly

mark.

The regional management were

seeking an immediate solution to

convert the leads into prospects to

generate sales.

Page 114: Maven BPO - Company Profile

Challenge 1: Since the management 71% short

of their Sales target and Half on the

year was lost, our experienced

workforce from the hospitality

industry were assigned the task of

refining the data and contacting

the customers for setting

appointments with the prospective

customers and updating the

conversation directly in the shared

CRM links, with an export data

option. This allowed the

designated sales team of the Client

to view leads appearing in the

panel with detailed information

sought over the call while seeking

an appointment.

The Approach

Page 115: Maven BPO - Company Profile

The Results •The designated callers settings

appointments generated an average

of 25 leads per day for a 8 member

sales team of the client, which

gradually picked up to an average of

33 appointments per day by the

second month.

•The total appointment generated

by the end of 6 months were 5800,

out of which the sales team was

able to convert 36% of the leads into

sales.

•The regional management was

able to meet the initial sales

requirement and numbers to keep

the campaign floating and

continued with the services to

ensure that targets are over

achieved in the subsequent year.

•The sales team completed the

Yearly performance on a high, with

102% of the yearly target.

Page 116: Maven BPO - Company Profile

Challenge 1: The management were extremely

satisfied with the entire process

and were boot strapped into

creating a separate division for the

membership services, where both

appointment setting and sales can

be conducted.

The increase in membership led to

increase in footfalls by 33% every

quarter, which had a direct impact

on the quarterly profits rising by

7% in 2011.

This encouraged the management

to link the membership with all their

resorts in India, U.A.E and Australia

to experience similar footfalls and

attain high customer acquisition.

This membership policy was utilized

as cross sales to customers who

preferred services of other hotels,

and worked as a tool for retention of

customers.

The Impact

Page 117: Maven BPO - Company Profile

Count of Average Leads Per Day and Target Achievement

Percentage

Count

Jul 10

Month

Mar 10 Sep 10 Dec 10

80

Average Leads Generated Per Day

60

40

20 15

29

100

9

25

Target Percentage Achieved to the Yearly Target

64

102

Below is a graphical representation of the

positive impact after implementation of

Appointment Setting Services which led

to increase in the leads generated and

achievement of Yearly Target

33 33

120

Page 118: Maven BPO - Company Profile

The appointment setting program that

you built for us exceeded all of our

expectations. We have been extremely

impressed at the tremendous return on

investment we have seen from using your

service. In addition to that, the quality of

the appointments are extremely good; to

date, we have been able to close 33% of

your appoi t e ts.

—General Manager, Sales

Page 119: Maven BPO - Company Profile

Outbound Sales

Page 120: Maven BPO - Company Profile

Introduction

Outbound Sales involves experts

sales representatives calling on

behalf of Clie t s business to

promote sales or provide leads,

ensuring revenue generation for the

business.

The process is widely used for B2B

and B2C sales. This serves as an

unique tool for the businesses, who

do not have the expertise of

distribution and sales of their

products or the existing sales and

distribution is either not performing

or not cost effective.

Our clients have always appreciated

our knowledge based approach of

engaging the right experts for the

right job. Our varied industry

experience has equipped us in

understanding the customers and

the delivering the expected results

with the most suited approach. Our

Clients have benefited from our

outbound sales services, which has

taken their performance to a

different league altogether. Either

gaining in Market share, in terms of

sales or generating sales revenue,

our clients have experienced

unmatched services and results.

Our outbound sales experience and

delivery in varied sectors have given

the edge in knowledge,

performance and timely delivery.

From Telecom to Insurance and

Education to Hospitality, we have

been able to redefine achievements

and success for our clients.

Page 121: Maven BPO - Company Profile

Maven serves over 47 clients in 9 countries and supplies one of the best

global service delivery models for Outbound Sales Services with

knowledgeable workforce management

Indicates Client Locations

Where Outbound Sales

Services are being

provided

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E India

Page 122: Maven BPO - Company Profile

Maven Outbound Sales Service Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Vancouver

•New York

•Chicago

•Minneapolis

•Milwaukee

• London •Manchester

• Leeds

• Swansea

•Glasgow

•Belfast

•Dublin

•Perth •Adelaide

•Hobart

•Brisbane

•Auckland

•Napier

•Dunedin

2008 2009 2010 2011 2012 2014 2013

• San Francisco • Louisville

•Kansas City

• Johannesburg

•Pretoria

•Bloemfontein

•Cape Town

• Sharjah •Abu Dhabi

•Mumbai

•Bangalore

•Delhi

Page 123: Maven BPO - Company Profile

Background

The client is one of the most renowned Institutes of

Management Studies in India with full time Masters

program in HR, Administration, Marketing and

Finance. The institute is renowned for its Executive

MBA programmes which is offered to professionals

with a minimum experience of 6 years and above.

The Institute is one of the Premier B schools with elite

teaching staffs and placement facilities with top blue

chip corporates of India and abroad.

Page 124: Maven BPO - Company Profile

Challenge 1: The Client is one of the Premier B

Schools in India and is imparting

education since 1992. The

institute came up with an

Executive Master program in

Business Administration, Finance,

Marketing and HR with a reduced

requirement of work experience

from 6 to 3 years. The duration of

the program is 1 year compared to

the other executive program,

which has a duration of 1.6 years.

The institute wanted to capitalize

on the bright working

professionals with lesser

experience, who end up choosing

other institutes in opting for

Executive MBA courses, only

because the benchmark is too

The Business Challenge

high. The admission was based on

criteria fulfilment and an in-house

panel of selectors to decide on

selection of candidates. The client

was not willing to spend on direct

marketing through advertisements

as this new Executive MBA

program with reduced duration

and cost, was a pilot project and

was willing to gauge the response,

which would decide the fate of the

campaign in the near future.

The institute did not have an in-

house facility to reach out to the

prospects and perform the initial

screening.

Page 125: Maven BPO - Company Profile

Challenge 1: Maven analyzed and structured the

approach to the prospects through

Outbound Sales performed through

lead generation. The initial contact

with prospects were performed on

the social networking sites and

professional networking sites to

increase the rate of probability of

qualified leads. The prospects were

contacted through messages and

emails in the social and

professional networking sites. An

outbound call would follow up

after the receipt of written interest

or receipt of a call at the contact

centre number.

A direct outbound service was also

implemented based on the leads

provided and purchased by the

institute, to ensure speedy

applications and selection process.

The outbound service was in

advisory mode, and the application

was conducted through sending the

application form through an email,

to which the candidate was required

to fill the same and send it back with

the necessary documents via email.

This process generated a lot pace in

the application and selection

procedure, and each completed

application was updated in the CRM

platform of the institute to initiate

immediate selection procedure.

The Approach

Page 126: Maven BPO - Company Profile

The Results •The campaign was launched in

November 2011 for sourcing

application and conducting

admissions on January 2012. Within

a short span, through outbound

calling 365 applications were

processed and 200 applications

were processed through contact

established through social and

professional networking sites

through a customized approach,

which had a mix of email and

outbound call.

Page 127: Maven BPO - Company Profile

Challenge 1: The institute got more

applications, than expected for

their eastern region requirements.

This ensured the success of the

campaign and the requirement

increased by 25% in November

2012 for the January session on

2013.

The Impact

Page 128: Maven BPO - Company Profile

Count of Applications

Percentage

Count

Dec 11

Month

Nov 11 Nov 12 Dec 12

160

No. of Applications sourced from Outbound Call

120

80

40

80

120

160

205

No. of Applications sourced from a Bundled service of email and outbound call through social networking sites

125

162

Below is a graphical representation of the positive

impact after implementation of Outbound Call Services

and Customized Outbound Services which led to

increase in the number of application sourced.

225 240

200

230

Page 129: Maven BPO - Company Profile

We ha e hose Ma e as our part er because they bring a deep understanding

of customer needs, have a track record of

operational excellence and most

i porta tly, are alig ed to our alues.

—President and Program Coordinator

Page 130: Maven BPO - Company Profile

Website Development

Page 131: Maven BPO - Company Profile

Introduction

Today's businesses need a website

as in the past they needed a phone

line. There is no way, a business can

survive without having a presence

in the web.

A website has no geographical

limitation. It is like having a very

dynamic, well organized sales force

available to your customers 24

hours a day, 7 days a week.

Competition on the Internet has

dramatically increased in recent

years and the quality of the content

of a website is as important as its

looks. If you own a store or an

office, you probably keep an eye on

your competition and always strive

to deliver a differentiated product

or service to your customers. The

Internet works the same way.

It is considerably easier to adopt

new tactics for promoting and

selling using a website than to

update flyers, catalogs and

brochures you have already printed.

To determine whether changes are

needed, you must know your

competitor and your visitors and

constantly evaluate the

performance of your website. The

company that will develop and

maintain your website must be able

to help you with these technical

tasks.

With over 150 clients from different

sectors, Maven possess the

knowledge and delivery skills which

our clients seek. Our clients have

not only experienced a change in

the way their brand evolved but

also a change in the way, business is

viewed and performed. Our

expertise has taken the business

competition and performance to a

whole new level, in this age of

digitalization. We have been

successful in taking our clients

ahead and keeping them in the

competition with our expertise and

customized solutions and services.

Page 132: Maven BPO - Company Profile

Maven serves over 150 clients in 9 countries and supplies one of the best

global service delivery models for Website Development Services with

knowledgeable workforce management

Indicates Client Locations

Where Website

Development Services are

being provided

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E India

Page 133: Maven BPO - Company Profile

Maven Website Development Clients

No. of

Clients

Locations: •Ottawa • Toronto

•Portland

•New York

•Chicago

•Minneapolis

• Seattle

• London •Manchester

•Cardiff

• Leeds

•Kilkenny

•Belfast

•Dublin

•Abu Dhabi •Dubai

•Adelaide

•Brisbane

• Sydney

•Auckland

•Wellington

2008 2009 2010 2011 2012 2014 2013

• San Francisco • Louisville

• San Antonio

• Johannesburg

•Pretoria

•Bloemfontein

•Cape Town

•Delhi •Bangalore

•Hyderabad

•Mumbai

Page 134: Maven BPO - Company Profile

Background

The Clients is one of the leading car rental companies

in Canada, with more than 40 vehicles operating in the

state of Ontario and another 60 operating in Manitoba

and Alberta. The company was incorporated in the

year 1994 with two cars and survived tough

competition and gradually paced growth from 2008 by

acquiring 3 Car Rental companies.

The company specializes in Japanese luxury cars to

Limousine, Caravan along with other brands.

Page 135: Maven BPO - Company Profile

Challenge 1: The company had a telephonic

booking system , which was in-

house and were serviced by the in-

house staffs. The customers were

required to come down to their

downtown Toronto office, to check

the vehicle before taking the same

on rent. Moreover, this was

actually resulting in customer

dissatisfaction, as it is often to be

found that there are more

customers queued up for a specific

model of vehicle and customers in

the office were more than the

number of available vehicles of

that specification. The business

did not entertain booking on calls,

as cars were charged on hourly

basis, and any delay would result

in an hourly loss of the business.

The Business Challenge

The Client wanted a solution

where the customers would

require to drop down to the office,

only for collection of keys and

providing the required documents

in booking a vehicle, along with

the payment.

Page 136: Maven BPO - Company Profile

Challenge 1: Maven analyzed that the client

wanted to safeguard his interests in

not loosing out to immediate

opportunities and yet keep the

customers happy. With an existing

website, which does not permit

online booking and payment, the

customer satisfaction was far from

reality.

Maven suggested and

implemented its website

development services with online

booking option along with payment

acceptance. This would ensure

speedy business, without loss of

opportunity and would keep the

customers happy without any delay

in payments as well. Once the

procedure is completed, the

customer would drop down and

collect the keys after completion of

the formalities with the documents.

The 3 D pictorial view of the vehicles

were uploaded with specification

provided, along with the hourly

pricing and related information. The

customers had the facility to select

their vehicles from the drop down

list, and check the 3D View, which

included the rotational, Top, front

and side view, including the interiors.

The customers were required to

select start and end dates of booking

and the details of the destination of

travel and the same would lead

them to the payment page where

the customers were able to pay

online through their debit and credit

cards, which they were doing over

the counter, previously.

The Approach

The customers were required to

create an account for themselves,

with an ID and password and have

them registered with basic

information with contact numbers

and SIN card details and Driving

Licence number. This would allow

the customers to avail the facilities

and would allow the in-house staffs

to verify the legitimacy of the

information and the client before

handing off the keys. This procedure

ensure high compliance and

reduction of risks of the client. The

website had the feature of paying for

the term insurance for the travel,

and ensured a complete package to

both the customer and the client.

Page 137: Maven BPO - Company Profile

The Results •The In-house telephonic operation

was reduced by 95% by the second

quarter, as customers were choosing

the vehicles online and payments

were also processed through the

same platform. The existing calls

were either for towing requirements

or a general enquiry for non-online

savvy customers, who were very

few.

• There was 18% increase in CSAT in

the third quarter, post

implementation, which increased to

92% by 2013.

•The Review and Postings of the

customers increased by 35% by the

end of 2010.

•The in-house footfalls were reduced

to documentation submission by

customers, prior to the collection of

vehicle for rental services.

•This had a direct long term effect

on the net margins or profits of the

client, which increased to 36% in

2013, compared to the figures in

2009.

Page 138: Maven BPO - Company Profile

Challenge 1: The Client had his customers

happy, at the end of the day, and

the operational procedures eased

out by the website, allowed the

customer to kick-off an added

service of Chauffer rental.

With systems streamlined in three

major states, the client was able

to expand his business, and reach

out to the states of Wisconsin,

Minnesota, North Dakota and

Montana by end of 2013

The Impact

Page 139: Maven BPO - Company Profile

Count of CSAT, Reviews, Queries & Net Margin

Percentage

Count

Sep 09

Month

Feb 09 Apr 12 Dec 13

80

CSAT of Customers

60

40

20

100

42

Number of Reviews and Posts

Count of Telephonic Queries on Rental

Below is a graphical representation of the positive impact

after inducting the necessary implementation in the Website

which led to increase in the CSAT, Number of Reviews,

Number of Telephonic Queries and Growth in Net Margin

Growth in Net Margin

15 5

5 7 10

40

60 57

85

2 4

22

36

68

92

120

Page 140: Maven BPO - Company Profile

We were impressed with the

professionalism and dedication shown by

Maven. The creativity and flexibility in

their approach helped us to create a

bespoke and unique website. It was also

refreshing to work with an agency that can

deliver on-time with no issues.

We are delighted with the work Maven

has done for us, we hope to continue our

relationship with them in the future."

— Director

Page 141: Maven BPO - Company Profile

Order Management

Page 142: Maven BPO - Company Profile

Introduction

E-commerce has simplified the life

of a customer, however, from the

point where an order is placed until

the sale is closed by the realization

of payment and product delivery,

the administrative process is of

worthy importance.

We have successfully streamlined

the entire process so that the

business house goes on conducting

its daily business affairs, seamlessly

while we manage it for them.

Ma e s Order Management Service

helps drive revenue by focusing on

your operations and customer

requirements. Our solutions are

tailored to enable end-to-end

visibility and deeper insights to any

order or query in B2B and B2C

Order management environment.

Maven's order management

solutions provides collaborative

approach towards linking processes

with tools and technology which

can streamline your planning

process and drive value to your top

and bottom line. Customers or sales

teams can get accurate information

and status on their orders in real

time on web or mobile.

Maven can measure and manage

best in Class metrics that impact

cost reduction, customer

experience and help drive revenue.

We measure performance in real-

time against defined metrics that

provide insights needed to take

timely corrective action. Our

standard design principles help

identify the key levers that are

critical for enhancing performance

and customer buying process.

Page 143: Maven BPO - Company Profile

Maven serves over 23 clients in 9 countries and supplies one of the best

global service delivery models for Order Management Services with

knowledgeable workforce management

Indicates Client Locations

Where Order

Management Services are

being provided

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E India

Page 144: Maven BPO - Company Profile

Maven Order Management Clients

No. of

Clients

Locations: • Toronto • Jacksonville

•New York

•Carson City

• London •Derby

•Kettering

•Dublin

•Dubai • Sydney

•Auckland

•Wellington

2008 2009 2010 2011 2012 2014 2013

•Rockford •Greensburg

•Pretoria

• Johannesburg

•Delhi •Bangalore

•Hyderabad

•Mumbai

Page 145: Maven BPO - Company Profile

Background

The Client is one of the leading Online shopping

companies in Europe with presence in India and U.A.E.

This electronic commerce company was established in

2007.

The lie t s reported sales were 15 million

in FY 2008–2009, 107 million in FY 2009–2010 and 317 million for FY 2010–2011.

The client projects its sales to reach 8 billion by year

2016. On average, the client sells nearly 8 products per

minute and is aiming at generating a revenue of 20

billion by 2016.

Page 146: Maven BPO - Company Profile

Challenge 1: The client had existing

competitors in the business and

the number of sales were going

higher, compared to the other

ecommerce brands, based on the

recency of incorporation.

However, the cost associated with

the manpower in operations and

marketing were considerably high.

This was affecting the monthly net

margins, even though the total

monthly sales numbers were

achieved, in a month on month

basis. To sales figures were going

down post evening time, and the

call flow per marketing

representative was higher, which

was eventually affecting order

generation.

There were serious complaints

arising from the customers on orders

placement due to erroneous orders.

This was leading to a customer

dissatisfaction, as such orders were

delayed by 3 to 4 days. There were

instances that only after the re-

contact of the customer, by calling

their local office to verify the status

of the delivery, the company was

able to identity the erroneous order

taken and on some instances, the

delivered goods were not what the

customer ordered or differed, based

on models and requirements, placed

over the call or online.

The Business Challenge

Challenge 3: There were specific complaints

arising out of delay in delivery,

followed by undelivered goods by

the appointed logistics company.

Instances were found that some of

the invoices were not shared with

the logistic company for delivery, as

the replenishment of stock was not

conducted on time, by the company

warehouse. The warehousing

complaints based on replenishment

were negligible, which is exactly why

an effective control and supervision

fixed the problem. The client was

able to streamline the warehouse-

management by focussing more on

training and control.

Page 147: Maven BPO - Company Profile

Challenge 1: The conducted analysis of Maven

indicated that the cost were almost

two and a half times, to that of the

competitors in terms of manpower

operating the in-house marketing

and operations. The advise and

implementation was made in

having the entire process of order

management outsourced to

Maven, which in return would cut

down the operational or back

office cost in order maintenance.

This allowed the brand with a

cushion of smooth 24*7 operations

with lower cost and better

efficiency in terms of order

handling.

The operational staffs conducting order

generation and related management

had an issue of erroneous delivery and

order entry. A 24*7 help line was

initiated as a support to the outsourced

order management team, to ensure

better results and control on the

delivery and help desk performance, in

order get the customer satisfaction

maximized. This meant direct

reduction of cost incurred in training

and development.

The Approach

Challenge 2: Our analysis revealed that most of

the Logistic companies hired on

basis of cost effectiveness, led to

poor service delivery, due to limited

reach within the prescribed

boundaries. The entire logistic

portfolio was re-considered and the

same was re-vamped after initiating

fresh vendors with international

reach, in locations of the lie t s

presence. This reduced the number

of heads of communications

associated with number of vendors.

Page 148: Maven BPO - Company Profile

The Results •The direct Costs involved in training

and development in operations and

data warehousing were collectively

reduced by 77% due to outsourcing

of order booking operations.

•The number of Logistic vendors

were reduced to 2 from 6 existing

vendors including an induction of a

fresh Logistic company with

international presence, in the clients

locations, resulting in a reduction of

TAT in delivery to 2 business days,

from an average of 3-4 business days

of the earlier vendors.

•Post outsourcing of order

management process, the call flow

per representative was reduced to

an average of 86 order requests a

day, which was previously 212 calls

per representative, by the in-house

order booking department of the

client. This was due to engagement

of focussed representatives. The

calls per representative again

increased to 120 order booking per

representative by 2013, without

disturbing the quality of the

performance and control.

•The 24*7 associated help desk

insured increase in CSAT to 88% by

2011.

•The complaints were reduced by

92% by the end of the second

quarter, post implementation.

•This had a direct effect on the net

sales of the client, which increased

to 317 million in FY 2010 – 2011

compared to 107 million in FY 2009-

2010, which was an increase of

296%.

Page 149: Maven BPO - Company Profile

Challenge 1: This allowed the client to

streamline its operations and

reduced unwanted overhead

expenditure .

With a highly improved CSAT score

the company came up with a

loyalty program for its customers,

based on analytical parameters of

frequency of purchase and

monetary value.

The Impact

Challenge 2: The client was able to focus more

on warehouse management

concentrate on improving the

replenishment of goods on time,

to ensure a reduced TAT between

order placed and delivery.

The client has a projection of 8

Billion of total sales in 2015-2016

compared to an achievement of 3

Billion in 2014.

Page 150: Maven BPO - Company Profile

Count of CSAT, Reduction of Complaints, Call Flow Per Representative & Reduction of TAT in Delivery

Percentage

Count

Sep 10

Month

Jun 09 Apr 11 Dec 14

80

CSAT of Customers

60

40

20

100

63

Reduction of Complaints

Call Flow Per Representative – Post Outsourcing

Below is a graphical representation of the positive impact

after inducting the necessary implementation in the Order

Management Process which led to increase in the CSAT,

Reduction of complaints, call flow and Reduction of TAT of

delivery.

Reduction of TAT in delivery

92

86

98

2

93

74

95 88

120

102

2

96 96

120

4 1.5

Page 151: Maven BPO - Company Profile

What I personally like about Maven is

their approach. It enables us to find the

best solutions we need, and talk to the

persons that know the most about the

solution, the persons that are developing

that solution, the persons that created the

services, and that's really important for

us.

— CEO

Page 152: Maven BPO - Company Profile

Virtual Assistant Support

Page 153: Maven BPO - Company Profile

Introduction

In today s economy, many business

owners are choosing to do all of the

work themselves rather than opting

to hire onsite staff. The businesses

need to avoid over burning,

overworking and isolation and poor

time management which leads to

stress and eventually affects the

business. An alternative to hiring

additional staff is to outsource the

extra work to a Virtual Assistant.

Hiring a Virtual Assistant can be one

of the best decisions one could

make to maintain the success of the

business.

We have been successfully

providing Virtual Assistant Support

services from our location, to the

home or office of multiple clients in

a variety of industries by providing

administrative, creative, and

technical services.

Our specialized and customized

virtual assistant support services

empower our clients with a support

system to handle, complete and

administer their tasks which require

professional expertise and related

knowledge and skills. This service

empowers them with a luxury to

avoid a recruit to perform such

tasks, no matter how complicated

and expertise, the delivery may

require.

We have been serving our clients in

9 different countries, delivering our

endless and class solutions to

customers, from a home maker to a

CEO of a company. From Book

Keeping , Online Research, Database

Entries, Data Presentations,

Managing Email, Travel research,

Scheduling etc., to chasing business,

Maven has expertise and solutions

for every virtual assistant

requirement that our clients think

of.

Page 154: Maven BPO - Company Profile

Maven serves over 47 clients in 9 countries and supplies one of the best

global service delivery models for Virtual Assistant Support Services with

knowledgeable workforce management

Indicates Client Locations

Where Virtual Assistant

Support Services are being

provided

Canada

United States

United Kingdom

Ireland

South Africa Australia

New Zealand

U.A.E India

Page 155: Maven BPO - Company Profile

Maven Virtual Assistant Support Clients

No. of

Clients

Locations: •Mississauga • Toronto

• Jacksonville

•New York

•Billings

•Carson City

•Denver

• London •Nottingham

•Derby

•Kettering

•Waterford

•Galway

•Dublin

•Abu Dhabi •Dubai

•Adelaide

•Brisbane

• Sydney

•Auckland

•Wellington

2008 2009 2010 2011 2012 2014 2013

•Madison •Rockford

•Midland

•Greensburg

•Pretoria

• Johannesburg

•Cape Town

•Delhi •Bangalore

•Hyderabad

•Mumbai

Page 156: Maven BPO - Company Profile

Background

The Clients is a lawyer by profession. After graduating

from University of Montana, the client was practicing

all by himself. For better career opportunities, he

shifted to New York in 2010 and started his practice

there.

Within a span of three years, he was able to establish

a very good name for himself and currently is

recognized as one of the renowned lawyers in the city.

Page 157: Maven BPO - Company Profile

Challenge 1: The lawyer was initially practicing

in Montana, but was shifted to

New York in 2010 for better career.

Though he had all the

potentialities to be a great lawyer,

however, it was difficult for him to

organize matters, in terms of

holding onto business. Hiring a

work place was too costly for him,

and to have an assistant to answer

calls and schedule appointments

was far from reality. The absence

of these facilities were barring his

professional outlook and his scope

of growth was getting reduced. He

was seeking a solution, where, his

clients can be forwarded a

business card, which will show an

office address, and contact

The Business Challenge

numbers, to provide a professional

outlook.

Page 158: Maven BPO - Company Profile

Challenge 1: Maven provided the solutions that

the client was seeking. Maven

analyzed the requirement and

found that the client requires a

virtual assistant, who can answer

his emails, and schedule

appointments, in his absence,

within a time span of his

unavailability, and get related

updates when desired.

A virtual assistant was appointed to

answer his daily emails and calls

based on the daily schedule of the

client. A telephone number was

provided to the client, which

allowed him to divert all the calls

to the virtual assistant The

incoming call of the prospective

clients of the lawyer, was attended

by the virtual assistant and based on

the schedule of the lawyer, the call

was forwarded or re-routed to his

cell phone number. In case the

lawyer was pre-occupied, the call

was diverted to the voice mail and

was followed back in a latter time.

This was designed to provide a

professional experience to the

prospective clients, to eventually

make a positive impression about

the la yer s establishments.

The emails from the prospective

clients were answered by the virtual

assistant, based on his schedule of

availability. A forward option was

implemented in his email account to

keep track of incoming emails from

prospective clients.

The Approach

Page 159: Maven BPO - Company Profile

The Results •125 pending emails were answered

with feedback from the client within

a fortnights time and the deferred

appointments were rescheduled

within 22 business days, from the

date of implementation.

• Within a span of 1 year, the client

list of the lawyer, increased by 32%

in 2011 and experienced a further

rise by 42% by 2012.

•A CSAT was performed on the

lie t s satisfaction with out

services, which proved that, prior to

his availing our services his CSAT was

42% in Feb 2010 which increased to

98% by 2013.

Page 160: Maven BPO - Company Profile

Challenge 1: With a backlog of deferred calls

and emails cleared, the response

to the emails and calls were

quicker, which had a very positive

effect on the prospective clients,

who were in touch the client, or

were in a business relationship.

The client himself was very

satisfied and marked our services

with excellence when asked for a

feedback.

The Impact

The new clients of the lawyer,

appreciated his professionalism in

time management apart from his

legal solicitations, which is exactly,

why, there were zero switchovers

of cases to different barristers, on

the basis of importance provided

and timely reply.

Page 161: Maven BPO - Company Profile

Count of CSAT & Number of Clients

Percentage

Count

Apr 2011

Month

Feb 10 Apr 12 Apr 13

80

CSAT of Client

60

40

20

100

42

List of Clients

Below is a graphical representation of the positive impact after

inducting the necessary implementation of Virtual Assistant

Services which led to better business management without a high

overheads.

8

40

86

82

92 94 98

Page 162: Maven BPO - Company Profile

I ould just like to let you a d your tea know that I am really enjoying working

with you and is very happy and satisfied

with the work you are doing, the way you

communicating and fitting in with how I

work. I look forward to a long relationship

with you and your team."

— Professional Lawyer

Page 163: Maven BPO - Company Profile

Now …

Page 164: Maven BPO - Company Profile

Skilled Manpower

Availability of suitable manpower is

one important factor which made

Maven one of the hotspot for

outsourcing.

Technological Advancement

Maven emerged as a hotbed of

technological advancement and

home to one of the leading

technically trained workforce.

Government Policies

Promotion of IT as one of the

priorities of the country.

Infrastructure

Maven emerged as a hotbed of

technological advancement and

home to one of the leading

technically trained workforce.

Language Proficiency

Vast pool of skilled manpower and

its proficiency in English Language.

Soft Skill Savvy

India ranks high in Soft Skills like

learning ability, flexibility, quality of

work, linguistic capabilities & ethics.

Time Zones

India time zone helps in reducing

turnaround time by leveraging time

zone differences.

Why Companies are Outsourcing to Maven

Page 165: Maven BPO - Company Profile

Energetic Setting

Maven BPOs has a vibrant

environment. Generally, the

interiors are also done up in a way

that it makes people feel nice and

energetic. This glamorous industry

also involves a lot of hard work and

specialized skills to deal with all kind

of customers.

24X7 work environment

Maven BPOs have a round the clock

working culture and people work in

day and night shifts. This is because

Maven BPO offers services to

countries like the US, UK, Australia

that have different time zones.

Perfect Amalgamation

The quality work culture at Maven

BPO s is a blend of professionalism

and friendliness. Humans are not

treated like machines but are given

equal opportunities of growth in

every sphere of learning. Maven

BPOs create a friendly working

atmosphere so that the employees

do t feel suffocated.

Rejuvenation Channels

Long working hours and pressure to

meet deadlines and achieve targets

takes its toll on the well being of the

employees. Maven BPO offer world

class channels to de-stress

employees and to motivate them.

Entertaining events and parties are

organized at regular intervals so

that the employees are relieved and

invigorated to take the challenges

head on. Maven BPO also have gym,

sports and café facilities.

Pep Up the Energy Levels

Maven BPO employees work hard

to meet deadlines and targets.

Motivation is a great booster when

it comes to delivering high end

Work Culture at Maven BPO

Page 166: Maven BPO - Company Profile

results.

Employees are divided into team of

20 each and every month the top

performer in the team gets half of

their salary as extra.

Every single department in the

organization is always recognized

and rewarded in the form of perks,

incentives and gift certificates.

Rich Culture ties and Exchange

People from every nook and corner

of the India are lured by the state-

of-the-art facilities and hefty pay

packages. Apart from the culture

difference, there is a gold mine

prospect of rubbing shoulders with

people from different educational,

professional and cultural

backgrounds.

Maven BPO is a premium Business

Process Outsourcing provider that

has its offices in 7 star building in

Ecospace Business Park. The

company offers high end IT enabled

solutions, customer management

services and back office support to

clients across the globe. For

detailed information on a string of

high class services that are in store

for our clients, browse through

http://www.mavenbpo.com/

Work Culture at Maven BPO

Page 167: Maven BPO - Company Profile

• Best Pay Master

• Half Yearly Bonus

• Annual Bonus

• Huge Incentives

• Retirement Benefits

• Life Insurance

• Medical Insurance

• Personal Accident Insurance

• Sports Lounge & Cafe

• Multi cuisine Restaurant

• Gymnasium

• Play Arena

Page 168: Maven BPO - Company Profile

• Transport Facilities

• 24 Hours Food

• Medical Room

• Concierge Services

• ATM

• Swimming Pool

• Premium Clubbing Facilities

• Lounge Bar

• Tennis Court

• Ampi Theatre

• Five Star Restroom Facilities

• Auditorium

Page 169: Maven BPO - Company Profile

• Maven Group has the best of Work Force

Team.

• Maven has a perpetual contract with

Anand Bazaar Patrika.

• With top 20 Consultancy working for

Maven to recruit experts from all over

India.

• Maven gets the best of the breed in the

Industry with its recruitment pattern. It

heirs emerging talents from top B-Schools

of India. It has a team of experienced and

skill experts. In other words

• Maven holds a pool of best talent and

ensures that the people hired are batch of

experts.

At Maven… We Recruit the Best

Page 170: Maven BPO - Company Profile

Our IT infrastructure has been the epitaph of

streamlining processes and transforming the

requirements and challenges of our clients to real life

success stories:-

• Fibre Optic dedicated lease line circuit with a

capacity of 800 seats

• Hardware & Software based Predictive Dialers

• Managed Switch

• Bay Network layer 2 Switch (1 GBPS)

• Firewall

• Motherboard

IT Set UP

Page 171: Maven BPO - Company Profile

• 3 Layer redundancy electricity generation back-up

• 100 KV electricity generation capacity

• cameras

• Domain Controller

• Personal email exchange server

• IP Cameras

• Layer 3 Router

• ENDPOINT Security – Corporate Edition

• NAS

IT Set UP

Page 172: Maven BPO - Company Profile

• IP Phones

• IPLC, VOIP, SIP TRUNKING

• PCI Certified

IT Set UP

Page 173: Maven BPO - Company Profile

On behalf of our clients, we need to collect and use

personal data about people including past, present

and prospective Clients in order to carry out business

and meet our clients' requirements effectively. We

recognize that the lawful and correct treatment of

personal data is very important to successful

operations and to maintaining investor's confidence in

ourselves and in our clients.

Any personal data that we collect record or use in any

way whether it is held on paper, on computer or other

media will have appropriate safeguards applied to it to

ensure that we comply with our contractual

obligations of confidentiality. We aspire to adhere to

certain generally accepted principles of data

protection, to the extent these are in our control as

service providers.

These general principles that is followed to maintain

the data security:

• No pen & paper policy.

• PCI certified.

• CBB data security plan.

• Strong ERP Solution.

• Hikvision CCTV camera with strong surveillance

team constantly monitoring activities 24*7.

• Fairly and lawfully collected and processed data.

Data Protection

Page 174: Maven BPO - Company Profile

• Accurate and kept up to date.

• Not kept for longer than is necessary.

• Delete all customers data after 6 months of receipt.

in order to meet the requirements of the principles.

• Observe ethical practices regarding the fair

collection and use of personal data.

• Collect and process appropriate personal data only

to the extent that we are obliged to by contract or

to comply with any legal requirements.

• Ensure the quality of personal data used.

• Hold the data only as long as we are required to by

contract or by law.

• Take appropriate security measures to safeguard

personal data.

Data Protection

Page 175: Maven BPO - Company Profile

To maintain the policy we use different tools as

follows:

• Internet Protection - We Use Dell Sonicwall TZ 210

and TZ 215 to control unwanted internet access and

Monitor the internet usage by content filtering, this

also protects against Trojan, Malware and Spyware

attacks.

• Data Theft Protection - We use Espy Key logger, to

track system activity. Use also use USB device

activity analyzer to get the real time USB usage

details. We also centralized network monitor tool to

track real time data transfer.

• Data Backup - We use Back up utilities to backup

data on regular basis on DVD, Centralized Backup

Servers.

• Data Recovery - We use Stellar Phoenix & Acronics

Data Recovery tool to recover our Data if needed.

Data Protection

Page 176: Maven BPO - Company Profile

Internet and E-Mail Policy: Voice mail, email, and Internet

usage assigned to an employee's computer or telephone extensions

are solely for the purpose of conducting Company business. Some

job responsibilities at the Company require access to the Internet

and the use of software in addition to the Microsoft Office suite of

products. Only people appropriately authorized, for Company

purposes, may use the Internet or access additional software.

Software Access Procedure: Software needed, in addition to the

Microsoft Office suite of products, must be authorized by your

supervisor and downloaded by the IT department. If you need

access to software, not currently on the Company network, talk

with your supervisor and consult with the IT department.

Internet Usage: Internet use, on Company time, is authorized

to conduct Company business only. Internet use brings the

possibility of breaches to the security of confidential Company

information. Internet use also creates the possibility of

contamination to our system via viruses or Spyware..Spyware

allows unauthorized people, outside the Company, potential

access to Company passwords and other confidential

information. Removing such programs from the Company

network requires IT staff to invest time and attention that is

better devoted to progress. For this reason, and to assure the use

of work time appropriately for work, we ask staff members to

limit Internet use.

Additionally, under no circumstances may Company computers

or other electronic equipment be used to obtain, view, or reach

Internet & Email Policy

Page 177: Maven BPO - Company Profile

any pornographic, or otherwise immoral, unethical, or non-

business-related Internet sites. Doing so can lead to disciplinary

action up to and including termination of employment.

If any site is required to be accessed by the

employees/management, it has to be approved by email from our

Technical department and management and then only the

internet can be accessed. No personal mails can be opened and

no messenger services are installed in any machines.

Our HR department access www.naukri.com website for some

official purpose, but HR department has different IP address to

access the website.

Email Usage at Company: Email is also to be used for

Company business only. Company confidential information must

not be shared outside of the Company, without authorization, at

any time. You are also not to conduct personal business using the

Company computer or email.

Please keep this in mind, also, as you consider forwarding non-

business emails to associates, family or friends. Non-business

related emails waste company time and attention.

Viewing pornography, or sending pornographic jokes or stories

via email, is considered sexual harassment and will be addressed

according to our sexual harassment policy.

Internet & Email Policy

Page 178: Maven BPO - Company Profile

Commenced outsourcing in 2004-

05 by establishing relationship

with two people based in UK.

Outsourced O e Stop Phone

“hop , a part of Carphone

Warehouse to more than 80

percent of the call centers in India,

Jordan, Bhutan, Pakistan,

Philippines and Sri Lanka. This

became a significant process with

high revenue generation.

Carphone Warehouse

became more famous and one of

the most reputed mobile phone

company as we used to deliver

around 2500 – 3000 fresh orders a

daily basis with a total of 1876

seats from the entire Asia Pacific

region.

Mayur Agarwal

Founder, Director & Owner

Over 14 years of commendable

experience in the BPO sector with

various reputed call centers in

Kolkata in different designations.

Started his career as a caller/agent

moving on to the Supervisory

Department followed by Quality

Department and Team Leading

role, hence displaying learning

curve and a steady growth.

Background of Authorities

Page 179: Maven BPO - Company Profile

He firmly believes in Business

Stability and has always

concentrated in completion, and

prioritizing of one process at a

time and thereby making it highly

successful. While Performing on

the mobile phone process, he had

it as his sole concentration.

Similarly this applied for 24Talk

and UTH as well. Because of his

Vision, Efforts and Application, the

company

Mayur Agarwal

Founder, Director & Owner

This drove the inspiration for

opening up Maven INC.

Our customers savour such a

dedicated service, which requires

expert knowledge of statutory and

regulatory bodies, laws and

analytical readings which bolsters

their decision making capacity.

We are dedicated to keep you

business growing and add to your

achievements.

has constantly managed to

maintain a very High Customer

Satisfaction note will a low

chargeback ratio of just 0.007%

and the same is maintained till

date.

Background of Authorities

Page 180: Maven BPO - Company Profile

revenue output.

Future Vision & Planning:

Currently Planning and Initializing

a New Infrastructure in Delhi with

70,000 Square Feet.

Mayur Agarwal

Founder, Director & Owner

Stability, Credibility & Growth:

From 10 employees to 1000

employees Organization, from one

shift to four shifts, from a small

firm to a Group Of Companies,

from 50K revenue to 10 Cr

Revenue; all in 6 years!

Proven Reputation: Maven, today

is regarded as one of the largest

corporate organization in Kolkata

in terms of process stability,

employee strength and

Background of Authorities

Page 181: Maven BPO - Company Profile

Transformation to an Established

Businessman from an Entrant in a

short span of time.

Till date he is respected in his

market for conducting compliant

and clean business

Provides invaluable Sustenance

and Perspectives for Future

Expansions.

Mahabir Prasad Agarwal

Director

A guardian to the company and a

Partner.

Commenced professional life at an

early age of 14 years and is still

serving good at 60 years.

40 years of Rich experience in the

Jute and Hesin Industry with

Extraordinary Achievements in the

Capital Market.

Background of Authorities

Page 182: Maven BPO - Company Profile

Process Manager, Supervisor and

Assistant Shift Head displaying and

ensuring a high level of quality

performance, compliance,

Controlling of Multiple Processes

and Revenue Generation

Joined MGC as Process Manager in

2009 and structured the

Administration, Recruitment,

Standards & Policies and Business

Management Procedures.

Harjeet Singh Jassal

General Manager

12 years of Exemplary and

Sterling Performance in the BPO

sector in different assignments

Started his career as a Customer

Care Executive at one of the

leading Call Centre in Kolkata, and

continued for seven years with the

entity performing in different

Departments, Designation, Roles

like Senior Customer Executive,

Verifier, Quality Analyst, Trainer,

He was instrumental in

establishing the Technical Support

Wing of the company and laid the

foundation of the introduction and

functioning of the Australian Shift,

to serve our Australian Customers.

Core Team

Page 183: Maven BPO - Company Profile

Harjeet Singh Jassal

General Manager

Within a short span of 3 years with

Maven, he was promoted as Shift

Head and then to as a General

Manager for his outstanding

contribution to the orga izatio s

growth and expansion.

Core Team

Page 184: Maven BPO - Company Profile

Joined the company in 2009 and

was Promoted as Business

Development Manager in 2011,

thereby Strengthening the

Payment Gateway Tie-Ups,

Partnering with Payment

Collection Entities, Campaign

Launch, Back-End Analysis,

Corporate Relations and

Compliance.

He is currently Heading the

Verification & Quality department

ensuring and maintaining a high

Gaurav Mittal

Verification & Quality Head

With over 9 years of Impeccable

and Unblemished Performance in

the Outsourcing sector in different

assignments.

Started his career as a Customer

Care Executive in Outbound Sales

with a Call Centre at Kolkata, and

continued for Four years with the

same entity performing in

different Departments,

Designation, and Roles like Senior

Customer Executive, Verifier, and

Supervisor.

quality of compliant advisory

services and customer satisfaction,

ensuring revenue generation. He is

looked upon as one of the most

Energetic and Spirited leaders of

the organization.

Core Team

Page 185: Maven BPO - Company Profile

Started his Career in Outsourcing

with one of the leading BPOs in

Kolkata as Customer Service

Executive.

Joined MGC in 2008 and worked in

various departments as Team

Leader, Trainer, Process Manager,

Operations and Control. Currently

Heading the Sales and Operations

of Maven.

Vivek Chhaparia

Head of Sales

Over 8 years of Marvelous and

Prodigious Performance in the

Outsourcing sector, specializing in

Sales, Operations and Training.

Started his career as a Financial

Analyst with one the Leading

Financial Advisory Firm at Kolkata,

specializing in Mutual Funds,

Equity, Derivatives, Futures &

Options, Bonds and other

Marketable Securities.

He is looked upon as one of the

spirited and Prolific pillars of

Maven.

Core Team

Page 186: Maven BPO - Company Profile

Our partnership with Maven provides us the flexibility we need to

adapt quickly to changes in product volume”

— (Managing Director A leading telecom company, UK)

I recommend these guys, I have been working with them

for the past few years and they are doing a great job.

— (VP Operations Third-party administrators, US)

Congrats to all members of the team who have done this project

successfully.”

— (Vice President Leading Utility Company, US)

Page 187: Maven BPO - Company Profile

We have chosen Maven InfoTech, since they are a world class

business development consulting company with ample experience in

process management.”

— (Amelia Foster, Canada)

We were looking for a reliable outsourcing partner for our business

and we chose Maven InfoTech. Initially we were a bit skeptical about

their competence but gradually we understood that they are a highly

professional business process outsourcing and development

company.”

— (David Brown UK)

Page 188: Maven BPO - Company Profile

Infrastructure

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Lounge Sports Cafe

Multi-Cuisine Restaurant

Swimming Pool Club

Club Lounge

Page 191: Maven BPO - Company Profile

Gymnasium

Tennis Court

Guest Room Auditorium

Amphi Theatre

Sports Lounge

Continental Restaurant

Page 192: Maven BPO - Company Profile